Biographical Information

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.