When building an IVR Script, you must consider carefully the precise words to be used at each step, while also considering the customer experience throughout the call. More importantly, dialogues should be designed to be spoken to the caller in phrases, rather than pieced together from individual words. Otherwise, single word dialogues will sound mechanical … More Wordplay is No Game in IVR Scripting.
When designing an IVR Script, it is important to think about what things might go wrong during a call, either from the system OR the caller. Several error conditions can occur in an IVR session, and all such possibilities must be identified and dealt with during the script design phase to produce a quality result. … More Error Messages, without Errors! (IVR Scripting Series)
Once your ideal team has been assembled and the basic system information flow is defined, the next step is to document the system dialogue using an Application Development Diagram (ADD). This diagram can take many forms, two of which might be a call flow chart or a tree diagram. Personal preference or company standards play key … More Application Diagram- Teleprompt MAPPING!
Ready for a challenge and maybe some inspiration? Try our crossword puzzle! Either click the link to complete the puzzle digitally, OR print it our for a puzzle on the go… The M&C Telecom Crossword How long did it take you to complete? Post your time below! Ready for the answers? You can find them here.