Our 3 step process to increase self-service and customer satisfaction
A two or three day online in-depth evaluation of menus, scripts, and call flows. Based on detailed pre-Workshop analysis and recommendations by the IVR Doctors, this collaborative online Zoom session with your multi-function IVR management team deconstructs and reconstructs the key menus and call flows in real-time, based on best-in-class menu design principles.
New, proven structure and menus plus your team is trained on how to design a high-performing IVR.
"Wizard of Oz"
"Wizard of Oz" IVR Usability tests bring your customers face-to-face with proposed new menus. These tests are online one-on-one, diagnostic customer tests of proposed or live system menus and/or applications that help isolate and identify specific problem areas. They have significant value prior to large-scale system introduction, but also pay off by diagnosing underperforming mature system menus or problem applications.
Soon after these tests, the IVR Doctors will present their evaluation, analysis and recommendations. Also, we will produce a summary video will be made to help justify changes to the IVR to senior management, and are a good training tool for customer service representatives.
Move to Speech Workshop
A Usability Test of the live or pre-launch production system is the best way to make sure that all of the technical and aesthetic elements work together, and that the pace, pauses, tone, technical quality, and image of the new system match your callers’ expectations. Key self-service applications can be tested online, end-to-end, with a focus on underperforming call flow elements.
Soon after these tests, the IVR Doctors will present their evaluation, analysis and recommendations online. And, as with Wizard tests, we will produce a Summary Video that help justify changes to the IVR to senior management, and are a good training tool for customer service representatives.
A one-day, online comprehensive review of the impact of various implementations of speech into utility IVRs and what effect each may have on callers and system performance, with audio and menu examples. The workshop explores the risks and successes that may be encountered with a variety design issues.
Client menus are reviewed in detail against the criteria that address contextual, non-contextual and natural language systems.
Emerging Technologies IVR Workshop
A one-day online strategic planning session that looks at the impact that various forward-looking technologies may have on callers to your IVR - from speech (in all of its variations), to chatbots virtual IVR to artificial intelligence, and more.
This helps IVR planners think more comprehensively about popular conference topics.