Articles with 'voice biometrics'

Does age impact voice biometrics accuracy

Does ageing impact voice biometrics accuracy?

February 8, 2017 Last Updated: December 27, 2019
Brett Beranek

We tested voice biometrics accuracy on movie stars comparing voice recordings from over 30 years ago to test if the voice biometrics engine still works.

How to improve First Call Resolution

August 22, 2016 Last Updated: July 12, 2020
CX Central

Its one of the key drivers of customer satisfaction so we share some tips on how to improve first call resolution along with some help on how to measure FCR.

HSBC launches Voice Biometrics

February 22, 2016 Last Updated: March 11, 2020
CX Central

HSBC has launched Voice Biometrics technology into their call centre to provide a host of benefits to their 15 million customers in the UK.

Is there a new alternative to Voice Biometrics?

February 2, 2016 Last Updated: November 15, 2019
CX Central

St.George Bank has just introduced a new alternative to Voice Biometrics technology that enables authentication via a mobile phone.

ATO implements Nuance voice biometrics

January 27, 2016 Last Updated: November 17, 2019
CX Central

The ATO implements Nuance voice biometrics becoming the first organisation to implement a multi-channel voice biometrics solution in Australia enabling customers to use voice biometrics across the online suite of products (instead of just over the phone).

Use of voice biometrics in call centres on the rise

Using Voice Biometrics in call centres

January 25, 2016 Last Updated: November 16, 2019
CX Central

Voice Biometrics popularity is on the rise delivering an improved customer experience and deliver efficiencies in contact centres. The technology is saving valuable seconds off every call and saving the customer the pain of having to identify themselves on every call. Its truly a win-win!

ATO TO USE VOICE BIOMETRICS FOR AUTHENTICATION

The ATO to use voice biometrics to authenticate customers

July 31, 2015 Last Updated: November 18, 2019
CX Central

The Australian Taxation Office has completed its two-phase deployment of Nuance’s voice biometrics to authenticate customers in its call centre.

Australian Tax Office implements Voice Biometrics

June 23, 2015 Last Updated: December 26, 2019
CX Central

The Australian Taxation Office is hoping its punt on voice biometrics pays off as it implements the Nuance technology in its call centres as government departments across the globe quickly pick up on the voice biometrics trend saving millions of dollars for taxpayers and improving the customer experience.

Team Leader Job Description

November 2, 2021
Setting KPIs for Call Centre Team Leaders

October 7, 2021
Coachable Call Structure

September 18, 2021 Last Updated: November 12, 2021

The false economy of a customer retention strategy

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 18, 2021

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

The future of call centre outsourcers in Australia

March 23, 2017 Last Updated: June 21, 2021

With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.

voice biometrics