Reducing CSR Call Volume with IVR Enhancements
Date: Apr 10, 2019
Time: 2:00 PM ET
In 2017, LG&E and KU redesigned its IVR to increase the automation of bill payment time extensions. From June 2017 to May 2018, LG&E and KU’s IVR handled 52% of bill payment extension calls. LG&E and KU took home Chartwell’s Bronze Self-Service award in 2018 for its efforts.
Attend this webinar to learn how LG&E and KU increased IVR containment, reduced CSR-handled call volume and the need for additional or overtime staff, and enabled customers to complete bill payment extension transactions 24/7, rather than only within the hours of contact center operations.