Zürich Workshop

Improving the Effectiveness of Speech and IVR

About the Zürich Speech & IVR Workshop
Who should attend?
Syllabus
Questions Asked & Answered at the Speech & IVR Workshop
Dates, Locations and Languages
Fees for the Workshop/Registration Information
3 ways to Register

About Zürich Speech & IVR Workshop

This workshop is based on our extensive research on interactive voice response best practices and years of consulting experience. It provides the knowledge and tools needed to plan, design and implement effective touch-tone and speech recognition enabled customer self-service systems.

The Enterprise Integration Group workshop provides an in-depth look at IVR Design principles with emphasis on practical dialogue design. Although the teaching style is hands-on and highly participative, this is not a programming class. Attendees will learn specific and detailed techniques that increase throughput and IVR containment while reducing errors.

Who should attend?

This workshop is aimed at IVR specialists from all levels of the organisation. Focus is on customer self-service and the technology details required to design effective applications. There are no prerequisites for the introductory course. Hundreds of participants, both novices as well as IVR experts, attend and recommend EIG workshops.

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Syllabus

1st Day

Introduction to IVR
The telephone user interface
The IVR business case
Speech recognition migration
Evaluating IVR quality
Introduction to Speech Technology
Vocabularies, grammars, & accuracy
Types of dialogues
Voice portals
Design and Development Principles
Design principles and planning
High level call-flow
Human psychology and ergonomics

2nd Day

Callflow Design
Greetings and opening menus
Menus and states
Re-Crafting scripts for speech
Scripting
Style and personality
Why Help doesn't
Scripting exercises
Natural language
Quality and Testing

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Questions Asked & Answered at the Speech & IVR Workshop

Does your Touch-Tone application:

Include excessive opening instructions that callers never remember? Start with, "If you have a touch-tone phone, press the star key twice now"? List more than 4 choices in the main menu? Consistently lead users down incorrect paths? Disrupt CSR productivity with angry and poorly served callers?

EIG understands these and many other bad practices - not simply as a matter of opinion, but from real research.

Does your Speech application:

Fail to deliver the business case benefits you expected Fail to deliver the user delight you were promised? Seems to spiral into failure with, "I didn't understand that"? Offer context-sensitive help that never seems to help?

Even solutions delivered by industry leaders often exhibit symptoms such as these. This workshop will not only explain why, but will provide alternative best practices that are solid and well tested.

Are you worried about migration from touch-tone to speech due to:

Business cases that don't seem to convince upper management.
Conflicting advice from speech vendors and consultants?
The consequences of mixing TouchTone and speech? Missing skills in the development team? Slipped schedules, last-minute surprises, speech recognition accuracy?

These problems are common as touch-tone specialists grapple with the speech-beast. EIG guidelines are designed specifically to help organizations with technology migration challenges.

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Dates, Locations and Languages

Locations

Dates

Training Language

Zurich April, 16th-17th, 2008 German and English

Fees Schedule for the Zürich Workshop

 

Zürich

Currency

Euros

Swiss Francs
     

Two day Workshop - first attendee:

1'095.00

1'795.00
     
Accomodation

Not Included

Not Included
     
Discounts

Additional attendee (for two day Workshop only)

60.00

90.00

The fee includes buffet lunch, the cost of the workshop and training materials.

Cancellations

If you must change your plans after registration, try to arrange a replacement so your company will not lose the benefits of the workshop. If this is not possible, we will make a full refund, less € 50/CHF 90 service fee, if we receive your cancellation notice 7 days prior to the workshop. No refund is possible for cancellations within 7 days.

Late Registration

If space permits, registration can be made at the workshop by cheque or credit card.

Location

Wirtschaft Neumarkt, Zürich

Schedule

The workshops is held on the first day from 8:30 AM to 5:00 PM and on the second day from 8:30 AM to 3:30 PM.

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Three Ways to Register

Download a registration form and register today by Phone, Email or Fax. Contact details are included in the registration forms. 

Language

Currency

Registration Forms

English Euro (Word) (PDF)
English Swiss Francs (Word) (PDF)
German Euro (Word) (PDF)
German Swiss Francs (Word) (PDF)


Contact EIG Switzerland for further information.

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