Author:  Roger Sumner
A few months ago, I posted a blog about speaker verification. One of our readers sent me an email asking whether or not speaker verification works when a customer has a cold or another ailment that changes the sound of their voice.  Great question!
While voiceprints are rather reliable, there are a few important […]

Author:  Gary Barnett
TJX Companies, the parent to retail stores T.J. Maxx, HomeGoods, Marshalls, and A.J. Wright, is in the midst of a security-related nightmare.  The company recently disclosed that its customer information database was hacked.  As a result, credit and debit card data for thousands of customers have been compromised.  The hackers also nabbed customers’ […]

Author:  Jim Mitchell
TMCNet recently published an article about disgruntled Dell contact center employees.  The agents allege they have not been paid for all of the time they have worked, and point the finger at the inaccuracy of the company’s Kronos timekeeping system.  I wanted to weigh in on the subject because Dell is an important […]