Articles by Vicki Broman
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
Blocking Fraud in the Contact Center
Voice biometrics has proved an effective security measure, but early, robust training is crucial
Why Hasn’t Speech Recognition Gotten Better?
IVR systems, whether through complacency, cost, or faulty processes, lag behind their promise
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
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)
10 Best Practices for Making the IVR a Desirable Destination
Simplify the process to reduce caller frustration.
Transform the Customer Experience with IVR Best Practices
It's a fine line between love-hate and love-to-hate.