Leading Practices in IVR Design: Turn Your IVR from a Liability to an Asset

A step-by-step process for call center professionals responsible for IVR design that will increase customer usage and satisfaction, turning your IVR from a liability to an asset.

All people—users and customers—love to hate IVR. A poorly designed IVR can cost millions in terms of technology dollars, unhappy customers, and lost business. But a well-designed IVR can save up to $10 per call, plus make priceless improvements in customer satisfaction.

Through the virtual classroom course, Leading Practices in IVR Design, you’ll learn the best practices of IVR design that will optimize your system for maximum results.

You’ll start with a complete overview of the industry so you can see how IVR is being used successfully to fulfill customer satisfaction strategies across multiple industries. An in-depth look at key IVR trends provides you with an understanding of what’s new and what’s working in IVR, including an outlook on speech recognition.

One of the major problems with IVR is in the implementation, not the technology. In this course you’ll learn the critical importance of and how to set a clear multi-channel strategy for IVR. It’s not all about reducing or offloading calls! You’ll learn the essential building blocks needed to tap the full potential of your IVR.

Working step by step, you’ll grasp the key principles of a successful IVR design process, from development to implementation. You’ll learn which elements are critical to the design process and come away with a do and don’t list to help you avoid missteps. You’ll also take an in-depth look at how to decide whether to use touchtone or speech and how to successfully transition from one to the other.

Designed for any contact center personnel charged with the responsibility of designing and maintaining self-service or IVR, or those managers who seek a better understanding of the development and implementation process and want to:

• Explore an overview of the industry, including new trends, to learn how IVR can benefit your organization.
• Understand the role of IVR in an overall customer experience strategy, and why having a self-service strategy is critical to application design and use.
• Master a step-by-step process for IVR design, including the critical elements needed for effective design.
• Examine the differences, as well as pros and cons of touch tone vs. automated speech recognition (ASR).
• Learn ongoing IVR management techniques for continuous improvement, including essential reports and metrics.

Who should attend?

Call center personnel who are responsible for self-service or IVR design and maintenance. IVR designers or call center managers who want a better understanding of the overall IVR development and implementation process.

Course Length and Delivery Method

This course is delivered in a live two-hour virtual classroom session. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.

Course Materials

• Printable Slide Presentation
• Industry Articles
• IVR Usability Testing: Don't Go Live Without It!
• Mad as Hell! A Revolution for Customer Service
• Risky Business: Transitioning Your IVR From Touch Tone to Speech
• Why Customer Experience Matters
• Handouts
• Glossary
• Guidelines: IVR Scripting and Menu Design

Pricing

Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.

Cancellation Policy

Please take a moment to read the cancellation policy.