Analyst Webinar

Mystery Shop Your IVR: Uncover Ways to Enhance Your Callers’ Experiences

Surprise! Learn How Mystery Shopping Your IVR Can Lead to Great Insights and Improvements in Your Customer Experience

According to Frost & Sullivan research, customers typically don’t dislike IVRs, they just hate bad IVRs!

In fact, their research shows IVR is still a top channel in a growing sea of communication channels. While consumers are increasingly using new self-serve channels to gather information, when it’s time for an urgent matter they pick up the phone and are generally greeted by an IVR.

Yet, so often, these new channels get priority for upgrades and improvements before the IVR, and many organizations have simply failed to leverage emerging IVR technology that streamlines and improves the customer experience.

View the on-demand webinar, featuring analyst Nancy Jamison from Frost & Sullivan to learn:

  • How a modern IVR has become the critical hub to an omnichannel strategy
  • What to look for when mystery shopping your IVR so you can immediately improve the customer experience
  • About some impressive results achieved from making simple improvements to the IVR

Meet the Speakers

Nancy Jamison
Principal Analyst
Customer Contact
Frost & Sullivan

Kelly Weinhold
Sr. Manager
Product Marketing
Genesys

WATCH THE ON-DEMAND RECORDING!