• Requirements analysis and definition of business goals
• Customer companies' business rules
• Caller goals
• Interface "symmetry"
• Check for similar information presented in similar locations and accessed in similar ways, across multiple interface modes
• Heuristic evaluation
• Measured against current standards of "best practices"
• Content-management for Web content
• Web-based (Flex/AIR) application development
• Interaction and call-flow design
• Sample call scripts and recording
• Call flow diagrams (Visio, ConceptDraw)
• Prompt/script writing
  • State tables, design specifications
  • Prompt verbiage including Timeout, Retry, Help
• Prompt recording
• Coaching professional voice talent
• Recording as professional voice talent
• Grammar definition and tuning
• Call monitoring, tuning recommendations
• Testing and call metrics
  • WOZ testing
  • Pilot programs, partial deployments

Copyright © 2009,Matt Prather
All rights reserved.
Thanks to www.harpold.com
:: posted by Matt Prather 2:09 pm 3 FEB 2005