Recorded Webinar: 5 Steps to Streamlining Your IVR System

Agenda

• Introductions – Jonty Pearce, Call Centre Helper
• Lode Vande Sande – Care4CC

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• Frank Sherlock – Genesys

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Topics discussed

• Customer Journey Mapping
• Measuring abandoned calls in the IVR
• Listening to calls moving through the IVR
• Call screening
• Adaptive IVR based on the caller’s number
• Redesigning menu structures
• The best voices to use
• Top tips from the audience
• Winning Tip: “Make sure the terminology you use in the IVR prompts is consistent with other channels such as web, mobile app etc otherwise multi-channel customers will become confused in the IVR which can negatively affect call containment and IVR success” Congratulations to Darren11

Original Webinar date: March 2015