Presented By: Donny Jackson,  Senior Vice President Software Development; Tad Thompson, Senior Director of Enterprise Sales and Marketing, USAN 

On Demand Date: May 2012

Every day businesses lose millions of dollars from customer service calls going to a live agent when they could go through an Interactive Voice Response (IVR) system. This is often the result of common IVR system failures. These failures – which are easy to fix if you know how – have a direct impact on customer satisfaction and ROI. Unfortunately, few companies know how to fix these failures and improve IVR system utilization. In this 45 minute webcast, you will hear the top five IVR failures and how to avoid them.

Listen to this webcast to learn:  

• How small changes to an IVR system equate with big savings
• How addressing IVR system failures improves customer satisfaction
• Tips for optimizing IVR system utilization
• Language to include in a customer service transfer menu to keep callers from transferring to a live agent
• How to achieve 80-85% IVR system utilization  

About the Presenters:  

Donny Jackson - Senior Vice President Software Development   

 Donny Jackson is an IVR expert with over 20 years of experience in designing, writing and enhancing state-of-the-art systems and applications for clients. As Senior Vice President of Software Development, Mr. Jackson oversees the complete life cycle of complex applications and systems development projects at USAN. Donny is responsible for USAN’s software development, technical consulting, business analysis, and project management teams.

Tad Thompson – Senior Director of Enterprise Sales and Marketing   

Tad Thompson, as the Senior Director of Enterprise Sales and Marketing, manages the company’s direct sales and channel sales organization. Mr. Thompson has over thirteen years’ experience as a strategic sales and operations executive in the contact center industry, where he has been successful in selling automated inbound and outbound communication solutions to Fortune 100 companies. He specializes in driving sales, sales operations, and call center operations within the industry.