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August 13 - 15, 2012
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SpeechTEK 2012 - Wednesday, August 15, 2012
B303 – The Need for a Caller Bill of Rights
1:45 p.m - 2:30 p.m
Michael Ahnemann, Director, User Experience - Angel

Ahnemann presents an alternate to the concept of design standards that may be pushed on voice interaction designers. This presentation establishes the need for a Caller Bill of Rights rather than hard-and-fast VUI standards and presents a set of 10 things that customers should be able to expect from a well-designed IVR application. The Bill of Rights is directed at company executives and call center decision makers in the hope of convincing the actual decision makers to put their customers’ needs first. When we solve real problems for callers and create a positive caller experience, automation rates and call center savings inevitably follow.

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