IVRs are often considered the “black sheep” of call center technology. They have a bad reputation. They can be a customer’s worst nightmare. All because of those six ill-fated dreaded little words: “that-is-not-a-valid-option.”

IVRs can also be a customer’s best friend. A recent study conducted by Forrester Consulting on behalf of Nuance reveals that consumers rate automated telephone customer service higher than live agents for certain straightforward interactions. The report also showed that the majority of consumers are not satisfied with their customer service experiences.

“As the research shows, there is a lot of room to improve customer service,” said Micky Tsui, Nuance’s (News - Alert) Senior Vice President and General Manager. “Today’s enterprises have the opportunity to differentiate themselves by considering their customers’ needs and providing intuitive speech applications that improve customer loyalty at every touch point.”

So can IVRs finally walk the talk and live up to the hype? For absolutely, press 1!

The RCCSP Professional Education Alliance, the accreditation, examination and certification body for the call center industry is offering newly updated and expanded training workshops designed to improve the effectiveness of IVRs in call centers.    

“More and more call center leaders are recognizing an opportunity to increase overall customer satisfaction by properly redesigning their IVRs,” reports Nina Kawalek, CEO for RCCSP. “RCCSP’s revamped IVR Training Classes provide practical hands-on guidance for designing the best customer-focused IVRs for your business.”

The IVR Design Training class, titled “Streamlining the Customer Experience”, is a 2-day hands-on training course that teaches the skills and knowledge required to plan, design and implement effective touch-tone and speech recognition self-service systems. Using the scientifically-proven techniques taught in the class, call centers are able to make an immediate impact on the customer experience.

The open-enrollment training programs are running year-round across the US, including:

Mar 28-29, 2011 -- New York, NY
May 16-17, 2011 -- Atlanta, GA
Aug 1-2, 2011 -- Chicago, IL
Nov 7-8, 2011 -- Dallas, TX
Dec 5-6, 2011 -- Las Vegas, NV

About RCCSP
RCCSP is a progressive industry-supported and industry-recognized accreditation and certification organization, maintaining and coordinating the most comprehensive portfolio of certification credentials available to contact center professionals. RCCSP programs and certification courses have been a catalyst for furthering 21st Century call center management methods and applications of call center science. To learn more about RCCSP Professional Education Alliance programs and the range of professional certifications, visit the RCCSP Alliance’s National Training Schedule at www.the-resource-center.com/index/seminars.htm.

Contact:
Jean Luis Caamaño
Manager, Events and Media Relationships
RCCSP™ Professional Education Alliance
Phone (News - Alert): 708-246-0320
[email protected]