Biographical Information

Articles by Jo Ann Parris

Security on Demand

Making voice authentication better for everyone involved.

Is Your Self-Service Millennial-Friendly?

The new generation requires a new form of personalization.

Using Speech for Postcall Notes

Benefits include improved customer and agent satisfaction and lower average call handle time.

How to Deliver a Successful Multichannel Customer Experience

Factors to consider in placing automation in the right place for customers.

Solving the Mystery of Poor Customer Experiences

A data-driven approach works best to analyze the customer experience.