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

This course provides 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 specialised IVR terms and abbreviations
• Implement your design successfully with thorough planning and testing
• Make the IVR business case
• Design a customer-focused IVR
• Apply principles from human psychology
• Create scripts that communicate your brand and make sense to the customer
• Structure menus that are easy to navigate
• Use natural language that helps (not hinders) customer satisfaction
• Evaluate your IVR's quality
• Migrate to speech recognition (if that is appropriate for your application)

Who Should Attend?

Location

The Platinum Hotel and Spa
211 East Flamingo Road
Las Vegas, NV 89169
Tel: (877) 211-9211

Instructors

Bruce Balentine

Rex Stringham

Pricing

Price per person. $1,795.

The fee includes a comprehensive course manual, Glossary of Speech, IVR, and Computer Telephony Terms, and a Certificate of completion.

Click below for more information.

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