Biographical Information

Articles by Judy Davis

Speaking with One Voice

When one of the nation's leading telecommunications companies introduced an automated speech application to provide independent verification of its new customers - a practice required by the FCC - it approached the "go-live date" with some trepidation. On that day, the automated application would replace live agents as an initial point of contact for new customers - a critical point in the customer relationship. How would customers respond?

Speaking with One Voice

When one of the nation’s leading telecommunications companies introduced an automated speech application to provide independent verification of its new customers – a practice required by the FCC – it approached the “go-live date” with some trepidation. On that day, the automated application would replace live agents as an initial point of contact for new customers – a critical point in the customer relationship. How would customers respond?