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.