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Improving the Effectiveness of Speech and IVR

Improving the Effectiveness of Speech and IVR

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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.


Cancellation Policy

Full payment is required prior to attendance. In rare instances, a course will be rescheduled or postponed. ICMI will provide at least 10 days notice. You may receive a full refund, or take a credit toward another ICMI course. ICMI cannot be held responsible for penalties resulting from travel arrangements. Participants cancelling their registration with less than 10 days notice will be subject to a $150.00 USD course processing fee. No shows will pay full course rates. If weather conditions dictate that we have to cancel a training course with short notice, we will immediately release an email letting the participants know. An announcement will also be made available by clicking on the course details available on ICMI’s course schedule http://www.icmi.com/Training/calendar.aspx. Generally the decision will be made the day prior to the start of the course. Under certain circumstances we may have to withhold the decision to cancel a course until the last minute, due to the instructor’s ability to make it to the training facility. For courses starting on a Monday, please make sure to check your email and the ICMI website on Sunday evening. In the event that we do have to cancel a training course at the last minute, your ICMI account manager will contact you via phone call to either reschedule you in to an alternate course or provide you with a full refund of the course price.


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