Joined up IVR

As awards finalists Three and TalkTalk have found, breaking down inter-departmental silos and transforming IVR together can lead to massively reduced budgets and dramatically improved take up of self-serve.

Judging by the packed session for IVR routing and resourcing and the subsequent workshop at this year's conference, there is still a keenness among contact centre professionals to improve in this area.

The presentations by awards finalists Three and TalkTalk focussed on removing silos between departments as Christopher Coyle, Demand Analysis and Design Manager at Three explains, "There was a disjointed view and direction. Everyone had their view about what good looked like. We removed opinions and decided to have factbased conversations."

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