Streamlining the Customer Experience
2-day hands-on training, $1,795
Update your knowledge of IVR design and implementation with the latest information on touch-tone and speech recognition self-service IVR.
This course provides practical hands-on guidance for designing the best customer-focused Interactive Voice Response (IVR) system for your business. You will learn scientifically-proven techniques that increase throughput and IVR containment while reducing errors.
The delivery is hands-on and highly participative. You will learn specific and detailed techniques through numerous examples, case studies, research studies and get a chance to evaluate your current IVR's quality. The course has been updated recently to reflect the latest trends and research.
You will learn how to:
Who Should Participate
Business Analysts, IVR Specialists, and Software Developers responsible for IVR and customer contact applications will benefit from this course. Both technical and non-technical attendees are welcome.
Chapter 1 - Introduction
Chapter 2 - A Business View of IVR and Self-Service
Chapter 3 - Small Design Changes That Affect Big Improvements
Hand-on Lab: Developing an IVR Migration Path
In-class Working Session: Why Do People Call the IVR?
Chapter 4- High-Level Design Decisions and Choices
Hands-on Lab: Creating the High-Level Call Flow
Chapter 5- Human Factors, Ergonomics, & Usability Made Simple
Chapter 6- Dialogue Design, Menu Design and Scripting
Hands-on Lab: Open Dialogue Designs ("How may I help you?")
In-class Working Session: Organizing Your Menus
Chapter 7 - Handling Error Recovery
The per student registration fee for this seminar is $1795 (plus applicable VAT/GST for international locations), and includes:
Class begins at 9:00AM and ends at 5PM on the first day and runs 8:30AM to 3:00PM on the second day. Please arrive at 8:30 the first day to sign-in and meet fellow attendees.
Register securely online with confidence or please call (708) 246-0320.
Maximize Your Training Investment - Attend Courses Back-to-Back
This course immediately precedes related courses in select locations:
For more training course options, see the entire Contact Center Training Calendar of dates and locations.
For more IT, technical and field support training course options, see the Help Desk, ITIL, and Support Center Calendar.
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change.
Public Training Terms & Conditions
Payment is due prior to the seminar.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $300. Registrations may be transferred to another member of your organization at no additional charge. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
In the unlikely event that a seminar must be cancelled by seminar provider
due to unavoidable circumstances, you will be notified at least two weeks
prior to the seminar date, and your payment will be refunded. Seminar
provider is not responsible for losses due to cancellation including losses
on advanced purchase airfares. We strongly recommend that attendees
traveling by air to attend the seminar purchase only refundable tickets.