Recorded Webinar: Modernizing the IVR Related Articles Call Centre IVRs - How to Review and Improve Your IVR How to Write the Best IVR Messages – With Examples What Is an IVR and How Can It Benefit the Contact Centre? Interactive Voice Response (IVR) Systems: What to Look Out For 644 Filed under - Recorded Call Centre and Customer Experience Webinars, Talkdesk First impressions count. When a customer calls into your IVR, it’s likely to be the first point of contact they have with your business, from a conversational perspective. Unfortunately, in many contact centres, the IVR is a static channel. It is often outdated and has the potential to drag on customer satisfaction. So, what can you do? In this webinar, we give you everything from quick fixes to wide-scale changes that will take your IVR system to the next level. Agenda Introductions – Rachael Trickey, Call Centre Helper Steve Hindley, iNarratorOnHold Click here to view the slides Fernando Santos, Talkdesk Click here to view the slides Topics Discussed Is your IVR messaging right? How to review your current IVR effectiveness IVR redesigns for impatient customers Common IVR mistakes contact centres too often make New innovations that are modernising the IVR Top tips from the audience Winning tip – “Keep your options as simple as possible! We recently moved from giving customers specific options like “for help with signing in, billing questions, etc” to just “for customer service” and we are seeing calls routing to the correct queue more often” thanks to Laura51 Original Webinar date: 14th May 2020 Webinar Timeline 0:11: Introductions – Rachael Trickey, Call Centre Helper 3:37: Steve Hindley, iNarratorOnHold Presentation 12:08: Poll with results from the audience. Asking “On a Scale of 1-5 – What Kind of First Impression Does Your IVR Create?” 17:08: Poll with results from the audience. Asking “Who Recorded the Messages on your IVR System? “ 26:57: Take-aways from Steve’s presentation 27:53: Quiz 31:36: Top Tips, Opinions and Questions from the audience 35:39: Fernando Santos, Talkdesk Presentation 43:52: Poll with results from the audience. Asking “Do you change your IVR in Emergency Situations?” 48:51: Take-aways from Fernando’s presentation 49:21: Top Tips, Opinions and Questions from the audience 57:49: Winning Tip Panellists Steve Hindley iNarratorOnHold Fernando Santos Talkdesk Rachael Trickey Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Talkdesk Author: Rachael Trickey Published On: 1st May 2020 - Last modified: 28th Feb 2023 Read more about - Recorded Call Centre and Customer Experience Webinars, Talkdesk Recommended Articles Call Centre IVRs - How to Review and Improve Your IVR How to Write the Best IVR Messages – With Examples What Is an IVR and How Can It Benefit the Contact Centre? Interactive Voice Response (IVR) Systems: What to Look Out For Related Reports Report: The Top 5 Metrics Shaping Bank and Credit Union Performance eBook: ChatGPT and the Contact Center of the Future eBook: The Top 3 Ways to Reduce Call Volumes Report: 5 Ways to Design Virtual Agents and Chatbots Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter