Call Center Caller Self-Service 
Course Description:
- Introduction to caller self- service
- Giving callers channel alternatives
- IVR self- service technologies
- Conducting a self- service pilot
- Voice response optimization
- Impact of calls on brand image
- Feeling the pain – making it personal
- Caller self- service value proposition
- Conclusions
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course
Module 1 Introduction to Caller Self-service
Module Objectives:
Introduction to caller self- service has the following learning objectives:
- What is caller self- service?
- Business imperatives impacting self- service
- Caller self- service challenges
- Minimizing caller “opt- outs”
| Faculty | Topic | Description |
| Dr. Jon Anton | What is caller self-service? | Dr Jon introduces the course and describes Self-Service |
| Dr. Jon Anton | Business imperatives impacting self-service | Dr Jon discusses what is need to give the best self-service |
| Dr. Jon Anton | Caller self-service challenges | We will cover what self-service challenges you may have and how to solve them |
| Dr. Jon Anton | Minimizing “opt-outs” | Dr Jon will show you how to minimize "op-outs" |
| Dr. Jon Anton | Research the Caller | Dr Jon will show you ways to research the caller. |
Module 2 Giving Callers Channel Alternatives
Module Objectives:
Giving Callers Channel Alternatives with the following learning objectives:
- How to migrate to other channels
- Customer choice – a case study
| Faculty | Topic | Description |
| Dr. Jon Anton | How to migrate to other channels | Dr Jon gives examples of how to migrate customer to other channels |
| Dr. Jon Anton | Customer choice – a case study | Dr Jon use an interesting case study to prove how giving alternatives improves customer satisfaction |
Module 3 IVR Self-Service Technologies
Module Objectives:
Discover the new IVR Self- Service Technologies
| Faculty | Topic | Description |
| Dr. Jon Anton | IVR Self-Service Technologies | What are the IVR Self-Service Technologies |
Module 4 Conducting a Self-service Pilot
Module Objectives:
We will go over the importance of a self- service pilot
| Faculty | Topic | Description |
| Dr. Jon Anton | Conducting a self-service pilot | What are the steps you should take to conduct a pilot IVR. |
Module 5 Voice Response Optimization
Module Objectives:
Voice Response optimization has the following learning objectives:
- Evaluating scripts
- Key performance indicators
| Faculty | Topic | Description |
| Dr. Jon Anton | Evaluating scripts | Dr Jon goes over how to evaluate scripts |
| Dr. Jon Anton | Key performance indicators | Dr Jon's looks at KPI's for self service |
Module 6 Impact of Calls on Brand Image
Module Objectives:
We will discuss the impact that self- service can have on your brand image.
| Faculty | Topic | Description |
| Dr. Jon Anton | Impact of calls on brand image | - |
Module 7 Feeling the Pain – making it personal
Module Objectives:
The new mantra is to "Make it personal". We go over how to accomplish this.
| Faculty | Topic | Description |
| Dr. Jon Anton | Feeling the pain – making it personal | - |
Module 8 Caller Self-Service Value Proposition
Module Objectives:
We show how you can justify this investment into caller self- service.
| Faculty | Topic | Description |
| Dr. Jon Anton | Caller self-service value proposition | - |
Module 9 Conclusions
Module Objectives:
We conclude the course
| Faculty | Topic | Description |
| Dr. Jon Anton | Conclusions | - |
