IVR – Don’t Call Off The Engagement
Tuesday, November 17th, 2015 | 2 – 3 p.m. EST
Many financial institutions are hyper-focused on enhancing the digital experience as account holders increasingly rely on the web and mobile apps for automated self-service. But even so, account holders continue to pick up the telephone and call. Once the “go to” channel for quick and easy service, Interactive Voice Response (IVR) now has to fit into an omni-channel mix of services. When account holders call, they have little tolerance for irrelevant, confusing prompts and unnecessary, time-wasting steps. Too many IVRs leave consumers frustrated and dissatisfied with the overall service experience.
It doesn’t have to be this way! With the right IVR strategy, financial institutions can efficiently engage their account holders using proven best practices developed specifically for the telephone channel. Financial institutions can work with their callers to provide great service and at the same time promote efficiency within their organization.
In this webinar, the team and Ed Elrod, senior consultant at EIG, will share a variety of IVR best practices including: how to define and implement the right IVR strategy to support your financial institution’s individual needs; the dos and don’ts of implementing an IVR including five statements that your IVR should NEVER say; new trends in IVR and how to assess if they are right for your financial institution; and how to better manage and maintain your IVR including best practice stories and examples.