Interact
When project teams lose sight of the big picture, users lose too.
Interact,
Posted 10 May 2013
Users accustomed to substandard systems can't imagine any better.
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Posted 10 Feb 2013
Mobile apps raise expectations—and the bar.
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Posted 10 Nov 2012
Hiring the art of creative constraint
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Posted 10 Sep 2012
This valuable tool offers unique insights into caller motivations.
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Posted 10 Jul 2012
New technologies encourage speech designers to get creative.
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Posted 01 May 2012
When designing an IVR, consider the impact of caller distraction.
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Posted 01 Mar 2012
Steps for making sure it's the change you need
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Posted 01 Jan 2012
Studying use cases and context helps to improve self-service.
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Posted 01 Nov 2011
Automated messaging must be highly relevant and user-specific
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Posted 01 Sep 2011
When organizations make assumptions about customers, rather than collect real data, self-service applications suffer
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Posted 01 Jul 2011
Jeopardy gaffe by IBM's intelligent speaking supercomputer underscores importance of resolving miscommunication
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Posted 01 May 2011
A fable about the limits of expertise
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Posted 01 Mar 2011
The rules of writing also apply to script design.
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Posted 05 Jan 2011
It's not enough to simply say you understand the customer.
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Posted 01 Nov 2010
Sometimes conditions exist that can send tests awry.
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Posted 01 Sep 2010
And when's the best time to get it done.
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Posted 01 Jul 2010
New game brings out a speech technology wish list.
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Posted 03 May 2010
Consider the IVR avoiders as well as the supporters.
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Posted 08 Mar 2010
Lessons learned from some past speech deployment mistakes.
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Posted 10 Jan 2010
We should be grateful when customers call us to complain.
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Posted 01 Nov 2009
IVR could be the weakest link in the communications chain.
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Posted 01 Oct 2009
Situational awareness boosts system and company credibility.
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Posted 27 Aug 2009
Usage data comes in three sizes: too little, too much, and [rarely] just right.
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Posted 14 Jul 2009
Relying solely on industry standards sets the bar too low.
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Posted 01 Jun 2009
The server's tone sets the tone for the type of tip
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Posted 01 May 2009
Instead, why not design something people are happy to use?
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Posted 02 Apr 2009
I'm still haunted by the robocall months after the election.
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Posted 06 Feb 2009
Learn the business rules before starting to design.
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Posted 01 Nov 2008