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Browse Brown, Kevin

1-21 out of 21 article(s)
Title Type Date Words
Amid the Pandemic, Speech Technologies Expand the Telehealth Options: The telehealth approach is now providing treatments across the healthcare spectrum. Jun 22, 2020 593
Speech Recognition Has Finally Come of Age. Now What? Relying on the Likes of Amazon and Google presents challenges for buyers and providers alike. Jan 1, 2020 667
Speech Recognition Is Here (Finally). Now the Real Work Begins: Both solution buyers and providers need to stay focused on changing alliances and data security. Jun 22, 2018 666
It's Time for an End to 'Speech-Disabled' IVRs: Too many callers are greeted by dressed-up DTMF or overly ambitious speech offerings. Either way, they're being ill-served. Jan 1, 2018 763
Speech recognition is still hard work--and reliant on people; humans are a bigger challenge to decipher than we think we are, even for AI-equipped systems. Sep 8, 2017 694
As consumers embrace speech technology, contact centers must adapt: with people accustomed to the likes of Siri and Alexa, poorly designed IVRs aren't going to cut it. Mar 22, 2017 716
Orchestrate your outsourced IVR offering: getting all the players in one room leads to harmonious solutions. Sep 22, 2016 728
Are you checking your speech-enabled voice channel? Your callers shouldn't be your eyes and ears. Mar 22, 2016 696
IVR gets undercover help: 'secret agents' can make a speech app more intelligent. Sep 22, 2015 727
Easing customers' IVR journeys: when it comes to caller intent, less is more. Mar 22, 2015 687
Are we underestimating the role of emotion? Consider it along with data when evaluating caller experience. Sep 22, 2014 725
Outsourcing is becoming a cloudy subject: look past buzzwords when choosing speech-enabled solutions. Mar 22, 2014 730
Self-service can't deliver by itself: consider the total caller experience. Sep 22, 2013 699
Raise your mobile profile: look to outsourcing to give your customers the technology they expect. Mar 22, 2013 679
When outsourcing providers disappear: as the economy contracts, strengthen your outsourcing contracts. Nov 1, 2012 725
Make the right tech request: companies that cut costs on RFP consultants may pay a high price. May 1, 2012 745
Put Speech recognition in its place: look at this technology as a friendly front-end tool. Jan 1, 2012 659
Why reject the premise of hosted IVR benefits? The capital benefits will help sell the idea to the CFO. Nov 1, 2010 665
Should you shore up your resources through offshoring? Some job titles are better outsourced overseas than others. May 1, 2010 618
Make your IVR a disaster recovery star: or at least consider outsourcing this function to an IVR provider. Jul 1, 2009 643
Speech platform architecture: don't undersell the foundation of your reputation. Mar 1, 2009 645

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