Course Outline
Course Agenda:
- 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
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”
What is caller self-service?
Faculty:Dr. Jon Anton
Dr Jon introduces the course and describes Self-Service
Business imperatives impacting self-service
Faculty:Dr. Jon Anton
Dr Jon discusses what is need to give the best self-service
Caller self-service challenges
Faculty:Dr. Jon Anton
We will cover what self-service challenges you may have and how to solve them
Minimizing “opt-outs”
Faculty:Dr. Jon Anton
Dr Jon will show you how to minimize "op-outs"
Research the Caller
Faculty:Dr. Jon Anton
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
How to migrate to other channels
Faculty:Dr. Jon Anton
Dr Jon gives examples of how to migrate customer to other channels
Customer choice – a case study
Faculty:Dr. Jon Anton
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
IVR Self-Service Technologies
Faculty:Dr. Jon Anton
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
Conducting a self-service pilot
Faculty:Dr. Jon Anton
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
Evaluating scripts
Faculty:Dr. Jon Anton
Dr Jon goes over how to evaluate scripts
Key performance indicators
Faculty:Dr. Jon Anton
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.
Impact of calls on brand image
Faculty:Dr. Jon Anton
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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.
Feeling the pain – making it personal
Faculty:Dr. Jon Anton
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Module 8 Caller Self-Service Value Proposition
Module Objectives:
We show how you can justify this investment into caller self-service.
Caller self-service value proposition
Faculty:Dr. Jon Anton
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