Brown Bag Series Continues!

 

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The Association for Voice Interaction Design (AVIxD) is pleased to announce Brown Bags are continuing in 2016. Mark your calendar, bring your peanut butter sandwiches and gather ‘round the virtual meeting table for the following series of free, interesting and informative talks. And they’re free! (Did we mention they’re free?)

 

On Dec 13th at 12pm ET: Standardized Questionnaires for Voice Interaction Design

Standardization of measurement is an important aspect of scientific and engineering processes. The benefits of standardization include easier replication, economical reuse, effective communication, and enhanced generalization. The primary purpose of this brown bag is to provide a summary and discussion of the published research on standardized questionnaires suitable for use in the assessment of voice interaction design.  The presentation portion will summarize currently available questionnaires, and the discussion will focus on the gaps between the currently available questionnaires and the needs of future research in and development of applications and services that use voice interaction.

A little about Jim:

James R. (Jim) Lewis is a senior human factors engineer (at IBM since 1981), with a primary focus on the design and evaluation of voice user interfaces. He is a Certified Human Factors Professional with a PhD in Experimental Psychology (Psycho-linguistics). He has experience in all areas of speech system usability, is the author of Practical Speech User Interface Design (2011), and in 2012 was voted onto the board of the Association of Voice Interaction Design, currently serving as immediate past-president.

Here’s the EventBrite link for Jim’s session.

https://www.eventbrite.com/e/standardized-questionnaires-for-voice-interaction-design-tickets-29118705833

 

On August 9th at 1pm ET: A/B Testing with User Feedback

A/B testing is a powerful tool for making design decisions that involves running controlled experiments between design options and measuring how they perform in the field. Incorporating user feedback into an A/B test allows you to include user preferences into the decision-making and even generate new design ideas. This presentation explores why to incorporate user feedback into the A/B testing process, how to construct a useful test, and what to do with the data once collected.

Peter Leppik is co-founder and CEO of Vocal Laboratories Inc., and has led the company through the development and implementation of its award-winning customer service survey services. Leppik is co-author of Gourmet Customer Service, and is a frequent speaker at call center industry events. Prior to founding VocaLabs in 2001, Mr. Leppik was an analyst following call center and related technologies. Mr. Leppik holds an M.S. degree in Physics from the University of Illinois at Urbana-Champaign, and serves on the board of directors of the Minnesota Children’s Museum.

On June 14th at 1pm ET:  SpeechTEK Debrief and Open Round Table Discussion

AVIxD Brown Bag committee members Crispin Reedy (Versay) and Amy Goodwin (West) will bring provocative questions and interesting topics for discussion inspired by industry trends and sessions from SpeechTEK. Bring your own questions too! This open-form Q&A session will be lively and engaging and you’re sure to learn something.

On April 19th at 1pm ET,  Deborah Rapsinski will be presenting:  Measuring Customer Effort.  (See Videos for a recap.)

The measurement of customer effort is such an important, yet often overlooked, unconsidered or underappreciated factor in evaluating customer satisfaction.  In this brown bag session, we’ll discuss approaches to measuring customer effort, indicators of increased effort and how to interpret these metrics to create a plan to enhance the customer experience.

A little about Deborah:

Deborah Rapsinski is the Director of Contact Center Strategy Services at Digital DataVoice. She has extensive experience in the design and execution of contact center strategies and user experience. Deborah played an integral part in the strategic design of large, enterprise level well multi-channel service strategies and implementations in support of Fortune 100 and Fortune 500 companies, including market leaders in the financial services, banking, health care, travel and hospitality and consumer electronics verticals.  Deborah is a linguist by education and has worked in the speech industry since 1996 with companies including SBC TRI, Nuance Communications, and BBN Avoke.

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Each session will consist of a 45-minute presentation and a 15-minute Q&A, except for the last session, which will be more of a roundtable.

To sign up for any or all of these sessions, please go to our AVIxD Eventbrite Page at:

http://www.eventbrite.com/o/association-for-voice-interaction-design-avixd-7930767466#live_events

The sessions will be recorded and archive sessions will be made available to all AVIxD members as part of our knowledge base. We’re very excited about this opportunity to learn and to share our professional knowledge and expertise!

 

 

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