In our increasingly automated world, IVR systems are an essential component to successful call center strategy. These platforms reduce queues, offer valuable information to agents before a call and can even answer basic questions without tying up call center personnel. With this in mind, call center educator and certification provider BenchmarkPortal (News - Alert) will be focusing on IVR in their upcoming CallTalk show.
Broadcasted on a monthly basis directly over the Internet, CallTalk covers informative and educational topics impacting the call center today. This show titled, Go with the Flow: Tips for Optimal IVR Call Flow Design will air April 13 at 1:00 p.m. PT. It will feature Benchnmark’s CEO Bruce Belfiore who will be joined by Service Agility’s President Jay Minucci to discuss the basics of IVRs and offer tips for getting the best out of its deployment in a call center.
Service Agility is a consulting company dedicated to improving customer service and call center operations. The company’s client list ranges from small start-up operations to large Fortune 500 corporations, and he has completed assignments in contact centers around the globe.
In addition to consulting work, Jay is on the editorial board and writes a monthly article for the Contact Center Pipeline. He has contributed to a variety of other journals, studies and books, including the most recent edition of Call Center Management on Fast Forward.
During the call, Benchmark encourages you to ask questions via email by sending them to CallTalk@BenchmarkPortal.com or calling in at (347) 857-3117. For more information and to register please visit: www.CallTalk.tv or www.BenchmarkPortal.com
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Janice McDuffee