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February 22, 2018

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....

February 21, 2018

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 mo...

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