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.