Creating Coachable Moments in the IVR

Presented by

Shelley Dunagan & John Hibel

About this talk

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

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Contact automation (in particular your IVR) doesn't have to be a dirty word. When applied correctly, this application can be a cost-savings tool that also delivers the same positive customer experience you expect from live agents. Join us as we address industry opportunities and reveal game-changing innovations.