Inside Outsourcing

Gender Bias Affects Voice User Interface Design—for Better or Worse

Female and male voices are perceived differently, even when they use the same exact words

Speech Recognition Is Still Hard Work—and Reliant on People

Humans are a bigger challenge to decipher than we think we are, even for AI-equipped systems

Blocking Fraud in the Contact Center

Voice biometrics has proved an effective security measure, but early, robust training is crucial

As Consumers Embrace Speech Technology, Contact Centers Must Adapt

With people accustomed to the likes of Siri and Alexa, poorly designed IVRs aren't going to cut it

Why Hasn’t Speech Recognition Gotten Better?

IVR systems, whether through complacency, cost, or faulty processes, lag behind their promise

Orchestrate Your Outsourced IVR Offering

Getting all the players in one room leads to harmonious solutions

The Voice of the F-18 Is Female, Southern—and Not a Professional

The fighter jet's warning system was voiced by a pressed-into-duty sound engineer

Are You Checking Your Speech-Enabled Voice Channel?

Your callers shouldn't be your eyes and ears

Why the Need for Speech Technology Is Greater Than Ever

In an increasingly multitasked, smaller-screen world, your fingers can't always do the walking (or swiping, or tapping)

IVR Gets Undercover Help

'Secret agents' can make a speech app more intelligent

In User Interfaces, Color and Tone Matter

Don't underestimate customers' reactions to 'trivial' variations

Easing Customers' IVR Journeys

When it comes to caller intent, less is more.

What You Need to Know to Design Quality Surveys

Keep them clear, concise, and quick.

Are We Underestimating the Role of Emotion?

Consider it along with data when evaluating caller experience.

10 Best Practices for Making the IVR a Desirable Destination

Simplify the process to reduce caller frustration.

Outsourcing Is Becoming a Cloudy Subject

Look past buzzwords when choosing speech-enabled solutions.

Best Practices for Building a Customer Interaction Hub

Gain a competitive edge with a unique multichannel experience.

Transform the Customer Experience with IVR Best Practices

It's a fine line between love-hate and love-to-hate.

Demanding Multichannel Interactions

Six best practices for deploying agile channeling platforms

Outsourcing Versus Offshoring

Despite common confusion, the two are not one and the same.