| Improving the Effectiveness of Speech
Recognition and IVR 2-day hands-on training, $1,695  |
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Overview
In this training course you will gain the knowledge and skills required to plan, design and implement effective touch-tone and speech recognition self-service systems.You will learn scientifically-proven techniques that increase throughput and IVR containment while reducing errors.
The workshop provides an immersion in touch-tone and speech recognition IVR design principles with an emphasis on practical dialogue design. Recommendations are based on extensive research into how to make IVR a desired and useful customer touchpoint.
The delivery is hands-on and highly participative. You will learn specific and detailed techniques through numerous examples, case studies, research studies and the chance to consider the principles learned in the context of their organization.
In its eleventh year, this workshop has been updated recently to reflect the latest trends and research. You'll learn specific and detailed techniques that increase output and IVR containment while reducing errors. This training seminar provides answers for various issues such as:
Does your Touch-Tone application
- Include excessive opening instructions that callers never remember?
- List more than 4 choices in the main menu?
- Consistently lead users down incorrect paths?
- Disrupt CSR productivity with angry and poorly served callers?
Does your Speech application
- Keep declaring, "I didn’t understand that"?
- Offer "context-sensitive help" that never seems to help?
- Get lost in yes-no questions - despite synonyms like "sure" and "O.K."?
- Strive toward a “conversational” and social personality?
Unfortunately, these practices are actually encouraged by many industry leaders. This training seminar will not only explain why they are detrimental to success, but will also provide alternative best practices that are solid, researched and well tested.
When migrating from touch-tone to speech, have you encountered the following?
- Conflicting advice from speech vendors and consultants
- Touch-tone designs that don't seem to work well with speech
- Missing skills in the development team
- Slipped schedules, last-minute surprises, design drift
- Business cases that don't seem to convince upper management
Who Should Attend?
This training course is aimed at those responsible for customer contact applications, including call center directors/VPs, call center managers, and IVR specialists. 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.
Agenda
Day One:
Executive Overview
Introduction to IVR
- The telephone user interface
- The IVR business case
- Speech recognition migration
- Evaluating IVR quality
Introduction to Speech Technology
- Vocabularies, grammars, and accuracy
- Types of Dialogues
- Voice portals
Design and Development Principles
- Design principles and planning
- High level callflow
- Human Psychology and Ergonomics
Day Two:
CallFlow Design
- Greetings and opening menus
- Dialogue methods and error recovery
- Re-crafting scripts for speech
Scripting
- Style and personality
- Why help doesn't
- Scripting exercises
- Natural language
Quality and Testing
- Automated testing
- Logging and reporting
- Tuning
- Maintenance and change management
The per student registration fee for this seminar is $1695 (plus VAT/GST for international locations), and includes:
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Comprehensive course manual
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Official Glossary of Speech, IVR and Computer Telephony Terms
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Article reprints
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A certificate of completion
Class begins at 8:30AM and ends at 4:30 PM on the first day and 8:30AM to 3:00PM on the second day. Please arrive at 8:00 the first day to sign-in and meet fellow attendees.
To register, follow the "Book Now" link or please call (708) 246-0320
Seminar Schedule
| Dec 9-10 | Las Vegas, NV | Red Rock Casino
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| Mar 3-4, '09 | Orlando, FL | Sheraton Downtown
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| Apr 12-13, '09 | Chicago, IL | Embassy Suites
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Click here to learn about
,
dates & locations
Payment is due prior to the conference. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500. Or, you may transfer your registration to another member of your company at no additional charge. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $500, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Agenda, course dates, and locations are subject to
change.
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