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12th July 2016
Unanswered calls into call centres contribute to dissatisfaction and lead to churn. This case study reviews the implementation of a contextual IVR system by a communications service provider (CSP), and evaluates the tangible business and customer benefits the programme delivered.
White Paper sponsored by: Genesys
Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.
She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
