Paving a Smooth Road Between IVR & Agent
IVR's are designed to route a caller to the correct agent - but not at the cost of frustrating the caller with long menus or repetitive questions. Susan Hura, from Speech Usability, shares her insight on how to bring the IVR and agent together, creating a smooth road for the caller to travel.
CallTalk Air Date: Wed, Aug 24, 2011
Host: Bruce Belfiore, BenchmarkPortal
Guest Speaker: Susan Hura, Speech Usability
Join host Bruce Belfiore & guest host Susan Hura, from Speech Usability, as they talk about IVR's. Susan is the owner and Principal of SpeechUsability, a consulting firm that helps organizations create intuitive and appealing speech-enabled self-service applications. She is Program Chair of the SpeechTEK New York Conference, which was held two weeks ago with the theme "Connecting with Customers". Dr. Hura writes the Interact column for Speech Technology Magazine; she also founded the Center for User Experience at Intervoice, was a member of technical staff at Lucent Technologies Bell Labs, and served on the faculty of Purdue University. She holds a Doctorate in Linguistics from the University of Texas at Austin. Dr. Hura is the President and a founding Board Member of the Association of Voice Interaction Design (AVIxD).