Laura interviewed Moshe Leeds, Sales Operations Manager of B&H Photo on how they designed their IVR to accommodate 500,000 electronic (photo, video, digital, camera, TV, Entertainment,++) products and still managed to give their customers the personalized “human” touch they deserve!
With over 300 associates answering Sales, Customer Service and B2B telephone calls, they are continually challenged with making sure their callers understand what they hear and are indeed routed to the technical expert that will help them with a product they are interested in or already have.
They recently changed and then integrated their CRM software with their voice technology system so they could increase the information sent to their associates about their customers.
Learn why IVR reports are critical to detailing your customer journey and how they help gauge success. Hear how 1 changed increased the traffic to the right queue (they have 16) from 23% to 64% in 1 week and resulted in increased profit!
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