Articles by Jo Ann Parris
Security on Demand
01 Jul 2010
Making voice authentication better for everyone involved.
Is Your Self-Service Millennial-Friendly?
10 Jan 2010
The new generation requires a new form of personalization.
Using Speech for Postcall Notes
01 Nov 2008
Benefits include improved customer and agent satisfaction and lower average call handle time.
How to Deliver a Successful Multichannel Customer Experience
15 Jul 2008
Factors to consider in placing automation in the right place for customers.
Solving the Mystery of Poor Customer Experiences
01 Apr 2008
A data-driven approach works best to analyze the customer experience.