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For most callers, the first interaction with the contact center is with the IVR. A well-designed menu set provides options callers are listening for, routes them quickly and intuitively to the resources best suited to their needs, and improves the percentage of self-service completions. But when an agent is needed, the IVR should route that call to the agents best able to help the customer without transfers, reducing handle time and agent frustration. Come to this session to take a look at ways to improve the quality of the end-to-end customer experience, improve productivity and reduce cost all at the same time.