Digital Killed The IVR Star

Presented by

Steve Flanagan & Martin Bird

About this talk

Everyone is talking about a shift to digital, with mobile web and app capabilities offering simple, accessible services to customers whilst providing companies with opportunities to reduce support in contact centres. 24hr availability, no wait times, low cost to serve - what’s not to like? But can you really shift complex enquiries or support requests to these channels? And when you can’t manage something here what happens? Customers turn to the phone, or more accurately they reach the IVR, the gateway to the contact center. The IVR has in many cases become the poor relation, being ignored by most and dead to others (this demise is taking a long time right?). But in an age where customer experience is the differentiator, can you really afford to ignore the beginning of the call experience? Investment in IVR solutions may not be as easy to sell as glamorous digital transformation projects, so you may have to make the best of what you’ve got. The IVR accounts for 27% of overall call experience but only 7% of organizations invest in IVR to deliver a better experience. In this webinar we will remind you of all the reasons to love your IVR again, and show you how to pay it, and the customers who use it, the utmost attention.

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