How to Build a Bullet-Proof Justification For Your New IVR |
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Event Type: Web Seminar |
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| Date: 20 January 2009 |
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Start Time: 13:00
End Time: 14:00
Time Zone: ET |
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You know a new IVR could reduce agent-handled call volume, cut transfers, shorten talk time, and improve caller satisfaction. But getting management support and budget approval is a huge challenge, especially in these uncertain times.
You also know you can’t rely on vendors and consultants for your ROI justification, since they are motivated to sell you the biggest new IVR project they can. You need a business case you can trust — one based on concrete data about your callers. You need to show your team exactly how and where a new IVR will make a difference.
In this webcast, you’ll learn:
1. How to develop an IVR strategy based on actual data about your callers.
2. How to capture and analyze caller experience data for the entire call from dialing to hang-up (including all transfers).
3. How to quantify the expected value of a new IVR in terms of reduced agent-handled call volume, shorter talk times and higher caller satisfaction.
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