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Creating Coachable Moments in the IVR

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Shelley Dunagan & John Hibel
Coaching your agents is one of the most effective ways to improve the customer experience in your contact center. You review how they handle calls, break down the interactions, and provide constructive feedback so they can improve. Why not do the same for your IVR? Caller interaction with your IVR can influence customer experience just as much as your agents do.
You can coach your IVR just as effectively as you coach your agents, but only if you capture enough information to measure the full customer experience.

Join us on October 25th at 2:00 PM Eastern time for a new 30-minute webcast from Contact Solutions. In Creating Coachable Moments in the IVR we will discuss:

-Why surveys alone can be misleading
-3 areas you should be measure to get a complete picture of customer experience
-Why the IVR is an important touch-point you can not afford to ignore
Oct 25 2011
18 mins
Creating Coachable Moments in the IVR

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  • Title: Creating Coachable Moments in the IVR
  • Live at: Oct 25 2011 6:00 pm
  • Presented by: Shelley Dunagan & John Hibel
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