Do your customers smile or swear while using your IVR system? Believe it or not, you can have an IVR system that customers actually enjoy using. In this webcast USAN’s IVR experts explain why customers vilify IVR systems and how the right technology coupled with best practices can transform customer service. You’ll hear about specific IVR scenarios that cause user frustration and how 10 critical IVR features can transform your customers’ experience.

What will you learn?

  1. How an IVR system can make it easier for customers to interact with your company and address their needs.
  2. How an IVR system can improve agent productivity while delivering a personalized customer experience.
  3. How an IVR can reduce operations costs without impacting service levels.
  4. What IVR features will make your customers smile instead of swear.

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Presenters

Ian Hunter

Ian Hunter is the Principal Architect, Emerging Channels at USAN. A long-time veteran in the customer-facing and contact industry, Ian provided a variety of consulting and professional services roles for a virtual who’s who of contact center technology companies including Genesys, Knowlagent, Inovis and Concerto Software (Melita). Ian has provided consulting and solution design direction for Chase, Citi, Deutsche Telekom, AT&T, FedEx, Honda and Dell Computer.

Lenora Allen

Senior Director, Business Application Consulting, USAN. Lenora Allen has over 20 years of experience in the call center and technology industries – including stints at Microsoft, Ibertech POS systems and Aspect Software. She specializes in business process and call center analysis, consultation and training. Today, she is the Sr. Director of Business Applications Consulting at USAN, where she leads the solutions consulting, design, training and delivery teams.