This 2-day hands-on training course offers skills and knowledge required to plan, design and implement effective touch-tone and speech recognition self-service systems. It introduces key aspects of IVR design including business issues, new technologies, tuning, logging and reporting, and improved security.

The delivery of all courses is hands-on and highly participative. Through numerous examples, case studies, and research, you will learn specific and scientifically-proven techniques that increase throughput and IVR containment while reducing errors. You will also get a chance to evaluate the quality of your current IVR. The courses have been recently updated to reflect the latest trends and common practices.

You will learn how to:

• Manage stakeholders and their expectations
• Fully integrate speech recognition and touch-tone
• Apply the business case to every facet of design and development
• Divide your project into phases for quick turnaround, lower risk, and faster-to-market success
• Design a customer-focused IVR that really works
• Manage your test team and test procedures
• Mix simple menus with natural language and directed dialogues for maximum coverage and minimum errors
• Tune your grammars efficiently
• Create early demonstrations for testing and evaluation
• Benchmark your existing IVR against competitors
• Migrate to speech recognition (if that is appropriate for your application)
• Understand current views on social media and IVR

Who Should Attend?

This training course is aimed at those responsible for customer contact applications, including call centre directors, managers, and IVR developers. The course applies to customer service, sales and technical support applications from virtually every industry. The focus of the course is on customer self-service and the technology details required to design effective applications. Both novices and IVR experts have attended and recommend this workshop.

Location

To Be Determined

Price per person. $1,795.

The fee includes a comprehensive course manual, Glossary of Speech, IVR, and Computer Telephony Terms, and a Certificate of completion.

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