So I'm pretty excited about this year's SpeechTEK Conference. I'm speaking at two sessions. My first one, "Power Users of Voice: Voice in the Home," will have some interesting research on advanced users of our favorite little gadgets, personal voice user assistants. I'm also teaching a SpeechTEK University session on "Strategizing Customer Experiences for Speech" which will take a top level look at the current state of the speech industry and how your organization might wa

Metrics, metrics, metrics. I've been working in the call center space for a number of years. If there's one thing that call centers do a lot of, it's measure stuff. Agents get measured on talk time. Call centers get measured on queue times. And then of course we move into the more generalized realm of customer experience. In this area there are three metrics that are by far and away the most common ones: CSAT (customer satisfaction), NPS (net promoter score) and CEI (cus