Improving the Effectiveness of Speech and IVR
Course Description
Gain the knowledge and skills you need to plan, design and implement effective touch-tone and speech recognition self-service systems.
ICMI and Enterprise Integration Group, Inc. (EIG) have joined forces to bring you practical guidance on designing the best customer-focused Interactive Voice Response (IVR) for your business. Learn scientifically-proven techniques that increase throughput and IVR containment while reducing errors.
You will learn how to:
- Understand specialized IVR terms and abbreviations
- Design a customer-focused IVR
- Apply principles from human psychology
- Structure menus that are easy to navigate
- Use natural language that helps (not hinders) customer satisfaction
- Evaluate your IVR's quality
- Create scripts that communicate your brand and make sense to the customer
- Migrate to speech recognition (if that is appropriate for your application)
- Implement your design successfully with thorough planning and testing
- Make the IVR business case
Who Should Attend?
VPs, Directors, Managars, and IVR Specialists responsible for customer contact applications.
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Improving the Effectiveness of Speech and IVRUnit 1: The Business Case
- 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 speech dialogues
- Voice portals
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Unit 2: Strategy and Structure
- Design principles and planning
- High level call flow
Unit 3: Top-Down Design
- Use-cases and Desk-testing
- Greetings and opening menus
- Speech, psychology and ergonomics
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Unit 4: The Voice User Interface
- Understanding Confidence
- Gathering User Input
- Phonetic Transcription
- Why "help" doesn't help
Unit 5: All About Menus
- Introduction to Menus
- Basic Scripting
- Style and personality
- Scripting Exercises
- Re-crafting scripts for speech
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Unit 6: Timing and Error Recovery
- Pauses, Read-Back & Confirmation
- Handling OOG (out -of -grammar)
- Drill-Down Techniques
Unit 7: Putting it All Together
- Scripting Exercises
- Introduction to Voice Biometrics
- Top 10 Reasons IVR Projects Fail
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