TMCnews Featured Article
December 05, 2012
RCCSP Offers Call Center Training for the IVR Developer
By Susan J. Campbell, TMCnet Contributing Editor
Training within the call center environment is essential if an organization hopes to promote quality customer interactions and customer retention. At the same time, agents are more satisfied when they have the right training and tools to ensure they are able to do the job well. To that end, access to call center training is essential.
For a number of organizations, RCCSP is the right place to turn for access to quality call center training. The company offers a wide range of resources for training according to the needs of the dynamic center. The training provider’s most recent seminar is designed specifically for software developers, business analysts and IVR specialists, as well as those responsible for customer contact applications.
These professionals will have access to the specialized training to learn how to fully integrate touch-tone and speech recognition into call center solutions. They will also have the opportunity to learn how to understand user practices and expectations, especially when designing the intricate details of the IVR system. The resulting system will truly work according to expectations with the skills learned in this seminar.
The information provided also equips these experts with the resources needed to divide projects into phases to ensure lower risk and faster turnaround. The management of the voice response test team is enhanced and test procedures are explored in the seminar. Participants will also learn how to mix simple IVR menus with directed dialogues and natural language to ensure minimum errors and maximum coverage.
RCCSP’s call center training will equip participants to create early demonstrations for evaluation and testing. In the process, they will have the opportunity to benchmark existing capabilities against competitors, while also learning how to migrate to speech recognition whenever applicable. The course will also explain the current views on IVR and social media.
Hands-on guidance is central to this course, helping participants to design the best customer-facing IVR system to fit the needs of their specific organization. They will also learn scientifically-proven methods to increase IVR containment and throughput while also reducing overall errors.
Sources used throughout this call center training seminar include research studies, real-world examples, case studies and more. Professionals involved in the training will also have the opportunity to present their own IVR quality for evaluation. The course is open for both technical and non-technical call center attendees.
For more information on the course or to register for the December session, visit the RCCSP website.
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Edited by Stefanie Mosca