How one IVR change eliminated 2.7 million inbound calls a year
Wes Dudley has spent over 30 years leading CX at scale, including JCPenney, Mitchell Gold + Bob Williams, and Broad River Retail, the largest licensee of Ashley Furniture. He moved ticket resolution from nine days to eight hours, eliminated 2.7 million inbound calls annually with a single IVR change, and built a 750-seat contact center during COVID while call volume jumped from 16,000 to 115,000 calls a day overnight.
This conversation covers the specific decisions behind those numbers, including how he sequences people, process, and technology investments, when to keep humans in the loop on…
The skinny
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