Tag Archives: voice-biometrics

5 Contact Center Technologies You Haven’t Considered

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5 Contact Center Technologies You Haven’t ConsideredAlthough there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. For example, it’s rare that you’ll find a call center operation without an interactive voice response system (IVR), an automatic call distributor (ACD), computer telephony integration (CTI) or a workforce management solution (aka “the basics”). So, instead of discussing the solutions that you (should) already have in place, let’s focus on the ones that you likely haven’t implemented yet.

Here are 5 call center technologies that can greatly benefit the success of your contact center:

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5 Customer Service Conferences You Can’t Miss in 2015 

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5 Customer Service Conferences You Can't Miss in 2015The customer service / call center space is serviced by a large number of tradeshows and conferences. There are many reasons why events in this space are ubiquitous: A well-rounded tradeshow delivers valuable knowledge, product exposure and new relationships. With a targeted agenda, a show floor conducive to learning new technologies, and the right networking sessions in place, you’re sure to get your money’s worth.

Here’s a list of 5 must-attend customer service tradeshows in 2015. Feel free to add and share your favorites! Continue reading →

Three Reasons You’re Overestimating Twitter’s Impact

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87% of Americans don’t use Twitter at all, according to a recent Pew study.

As you read in yesterday’s post, I’m on a panel today at ITExpo called “Don’t Waste Your Time with Social“. Certainly a provocative title! That might seem contradictory given all the time we spend talking about social media here — you know, the webinars, the whitepapers, the blog posts, the Twitter feed. Well, I didn’t have any say in the name of the panel but there is an important truth behind it.
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How Voice Biometrics is Transforming the Call Center

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Voice biometrics is the process of identifying a user by analyzing characteristics of his / her speech. The great promise of this technology is that it can replace the need for typed passwords which would be a great relief for consumers stressed out from remembering more and more passwords. It would also provide an advantage to call center managers by reducing the amount of time it takes to authenticate callers at the beginning of a call.

The technology has gained considerable momentum over the last few years, partly because of the proliferation of smart phones. If you are a call center manager and think voice biometrics might be right for you, here are four things you need to know:

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5 Call Center Technologies Heating Up Customer Service

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Emerging Contact Center TechnologiesLet’s face it, most people don’t associate the call center world with innovation or excitement. For many, it’s a business expense, a necessarily evil, a source of many headaches, or a dreaded project.

I see things a bit differently. If you look past the surface and dig a little deeper, the North American call center industry is going through an unprecedented transformation, driven by the influential power the customer has on major business decisions.

At the forefront of this transformation are 5 innovative technologies that are changing the call center experience and inspiring businesses to think differently.

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Are Voice-Based Passwords The Future For Mobile Apps? Nuance Tries To Make The Case

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A recent survey commissioned by Nuance Communications and conducted by Vocal Laboratories concludes that, “consumers have an appetite for voice biometrics”. I agree there is an appetite, but I wonder if that appetite is great enough to trigger a switch from text-based passwords to voice-based passwords.

The downsides to text-based passwords are: (A) You have to remember them. (B) You have to type them (which means occasional errors and backspacing, especially on mobile devices).

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