Some of my work recently has been applying narrative-sensemaking techniques to customer service dialogues (typically recorded phone calls), which is a fancy way of saying helping companies find ...

The majority of customers today expect conversational interactions with customer service. Nuance Communications, Inc., the Intelligent Authentication Conference and the Opus Research Intelligent ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...