A great webinar we just published by my colleague Mike Ahnemann, Principal VUI Designer at Angel.com, on “Putting the Caller First,” where he provides guidelines on making your IVR application usable by callers, a fundamental concept that is relegated to an afterthought in many deployments.
View the webinar at: http://www.angel.com/resource-center/ivr-university/post-VUIdesign-webinar.jsp