Typically the place to start, these hands-on sessions deliver customer-proven menu, scripting and call flow recommendations and train your IVR team in best-in-class design principles in the process.
An IVR Workshop is the recommended first step for companies developing or planning changes to their automated telephone system.
Our IVR Workshops are in-depth menu and call flow analysis sessions with your cross-department or multi-function IVR management team, typically take a day and a half, and are often held offsite to minimize distractions.
The one-day Move to Speech Workshop is a cross-industry look at the introduction of speech into IVR menus, with a discussion of the pros and cons of each design variable. It documents the different approaches in play today with examples of various menus to give the IVR management team perspective in their decision-making about the future of their IVR.
You will leave the IVR Workshop with new menus, scripts, and call flows that have been based on the proven design theory behind high-performing systems, your system’s technical reality, and your customer care philosophy. These menus will be used in the second phase of our primary services, the "Wizard of Oz" IVR Usability Test.
The collaborative give and take, as we review our analysis and recommendations based on best-in-class design fundamentals, is a key IVR Workshop deliverable, as your IVR team gets familiar with design rationale and becomes trained for future system analysis and management themselves.
Our practice is to develop scripts and call flows interactively in the IVR Workshop that can identify "quick hits" or "low hanging fruit" changes (i.e., short term, based on existing technology and quickly available resources), intermediate changes (e.g., that require some programming) and longer-term revisions, such as a change of modality or that might require more extensive programming.
Building on our extensive pre-workshop analysis of your menus and call flows, we work with your team to deconstruct, then reconstruct in real-time your Main Menu and key menus that flow from it.