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Smart Customer Service
Articles By Donna Fluss
Voice Biometrics Can Protect Against Fraud—and Ensure Customer Satisfaction
Secure customers—whether they're using your mobile app, your contact center, or your website—are happy customers
Posted 01 Aug 2016 -
Fall 2016 Issue Issue
Interaction Analytics Reduces Risk—and Enlarges Customer Happiness
More insight can help you both serve customers and play by the rules
Posted 15 Feb 2016 -
Spring 2016 Issue Issue
Analytics-Enabled QA: It's Time!
Speech analytics can make QA less time-consuming—and a lot more helpful
Posted 07 Aug 2015 -
Fall 2015 Issue Issue
Analytics Revolutionizes the QA Process
Increased targeting and precision make an upgrade worthwhile.
Posted 10 Jan 2015 -
Spring 2015 Issue Issue
Voice Is Changing, Not Disappearing
Innovative companies will make use of alternative and traditional channels.
Posted 28 Jul 2014 -
Fall 2014 Issue
Speech Analytics Comes of Age
A wide range of vendor options lets businesses get exactly what they need.
Posted 10 Feb 2014 -
Spring 2014 Issue
For Speech Analytics, the Best Is Yet to Come
A top-10 list for this transformational solution.
Posted 12 Aug 2013 -
Fall 2013 Issue
The Emergence of Real-Time Solutions for Contact Centers
Improving the customer—and agent—experience with analytics and guidance.
Posted 10 Feb 2013 -
Spring 2013 Issue
Improving the Customer Experience with IVR Analytics
Streamline the service process for end-to-end benefits.
Posted 10 Nov 2012 -
November/December 2012 Issue
Minimize Disaster Impacts
Keeping your contact center functioning is the primary goal.
Posted 28 Oct 2012 - - by
Mobility May Shake up the Service World
If mobile's not part of your operation, customers will go elsewhere.
Posted 10 Jul 2012 -
July/August 2012 Issue
Improving Quality Assurance with Speech Analytics
Contact centers gain value with precision monitoring.
Posted 01 Mar 2012 -
March/April 2012 Issue
Unified Communications Is in Your Future
Benefits include collaboration and ease of mobile device use.
Posted 01 Nov 2011 -
November/December 2011 Issue
The Rise of Proactive Customer Care
Anticipating needs delivers benefits in customer service, sales/marketing, and government
Posted 01 Jul 2011 -
July/August 2011 Issue
Why Hosting Is Part of Your Future
Ignore it at your own cost
Posted 01 Mar 2011 -
March/April 2011 Issue
Let's Make a Deal
A transitioning IVR market gives buyers negotiating power.
Posted 01 Nov 2010 -
November/December 2010 Issue
It's Time to Do WFM Right
Vendors and customers need to work together to make the right improvements.
Posted 01 Jul 2010 -
July/August 2010 Issue
Voice Self-Service Is Essential for Achieving Goals
But companies and IT have different ideas about using the technology.
Posted 05 Mar 2010 -
March/April 2010 Issue
Hosted IVR Might Be Right for You
But be willing to weigh the trade-offs versus the benefits.
Posted 01 Nov 2009 -
November/December 2009 Issue
The Rise of Proactive Customer Care
Growth will continue as long as vendors keep their focus on the goal.
Posted 27 Aug 2009 -
September 2009 Issue
The Recession's Impact on Contact Center Investments
Not all technologies will take a huge financial hit.
Posted 01 Jun 2009 -
June 2009 Issue
Are You Doing Right by Your Customers?
Enterprises must find the right balance between live service and self-service automation
Posted 01 Oct 2008 -
October 2008 Issue
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