Improving the Effectiveness of Speech and IVR

Gain the knowledge and skills you need to plan, design and implement effective touch-tone and speech recognition self-service systems.

Learn scientifically-proven techniques that increase throughput and IVR containment while reducing errors.

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. 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.

Price:
$1,495.00

Register today and 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

After two days, you will be equipped to:

• 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

The teaching style is hands-on and highly participative. Attendees 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. This is not a programming class, but rather an opportunity for you to explore how IVR can help accomplish, not frustrate, your business objectives.

Seminar materials:

• A comprehensive course manual
• EIG Official Glossary of Speech, IVR and Computer Telephony Terms
• Article reprints and studies
• A certificate of completion

Demonstrate the knowledge you've gained with an ICMI Knowledge Certificate! After the seminar, you may choose to take an online quiz to demonstrate the knowledge you've gained. When you pass the quiz, we'll send you an ICMI Knowledge Certificate.

Who should attend?

This workshop is aimed at those responsible for customer contact applications, including contact 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.

In-Person Seminar Cancellation Policy

Confirmed registrations can be cancelled up to 14 days prior to the program without penalty. Any cancellations within 14 days of the scheduled class are subject to a cancellation charge of $150. Registrants who do not cancel 7 days in advance are subject to a cancellation charge of $600. The balance of fees paid can be applied to another in-person seminar. You may send a substitute at any time without penalties. Applies to all in-person seminars except Six Sigma.

In the event we must cancel a seminar for any reason, we will be responsible only for refunding the actual seminar registration fees received.

Price:
$1,495.00

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