For readers of Unlock Your Call Centre
Resources for readers of the book
The book sends you here for its tools and further reading. This page gathers them in chapter order, with a note on what has changed since it was published in 2022. Don't have the book yet? Start with the book page.
Mentioned in the book
The tools the book sends you to
Some have changed shape since the book was printed. Each one is listed here under the chapter that mentions it.
Chapter 7: Understanding Current Performance
Security Path Visualisation
The voice biometrics calculator and the network authentication calculator draw your security paths at the width of the calls on them, from your own rates and times. They also work out how long each path spends on security, so they do the sums the book's spreadsheet was for.
Chapter 7: Understanding Current Performance
The security scorecard
The scorecard rates a process out of 100 for usability, efficiency and security. It is being rebuilt for this site: join the list and I will email you when it opens.
Chapter 10: Making The Case
The benefit calculator
The same two calculators estimate the benefit of modern security with your own call volumes, handle times and costs, and show what happens when you change an assumption. The value chain calculator adds how quickly customers will enrol in voice biometrics.
Chapter 11: A Balancing Act
A short explainer for your stakeholders
To help colleagues understand how the technology works before they form a view, share the beginner's guide to voice biometrics or network authentication and fraud prevention 101.
Chapter 11: A Balancing Act
Choosing a partner
The directory of partners is becoming a buyer's guide; join the list to hear when it is published. Until then, voice biometrics partner selection and migration sets out what to weigh.
Chapter 12: Designing For Voice Biometrics
The mismatch calculator
The mismatch calculator works out how many of the callers who fail authentication are genuine customers, from your own attack rate and error rates.
Chapter by chapter
Read alongside each chapter
Articles, videos, terms and tools on this site that take a chapter further or bring it up to date.
Chapter 1: Fundamentals
Chapter 2: Usability
Chapter 3: Efficiency
Chapter 4: Security
Chapter 5: Tradition And Transition
Chapter 6: Introducing Modern Security
Chapter 7: Understanding Current Performance
Chapter 8: Understanding Context
Chapter 9: Planning And Mixing Methods
Chapter 10: Making The Case
Chapter 11: A Balancing Act
Chapter 12: Designing For Voice Biometrics
Chapter 13: Designing For Network Data
Chapter 14: Implementation
Chapter 15: Optimisation
Since the book
What has changed since 2022
The method in the book still holds. Three things around it have moved on.
Synthetic speech is cheap and already in use
Chapter 15 treats synthetic voice attacks as needing a lot of audio and being easy to spot. Commodity synthetic speech now attacks automated services at scale, and increasingly agents too. Read Cheapfakes not deepfakes and the hierarchy of synthetic speech threats.
Two large partners have stepped back
Microsoft has retreated from Nuance's voice biometrics and Amazon has ended Connect Voice ID, so many organisations are choosing a partner again. Read Navigating Microsoft's voice biometrics exit and partner selection and migration.
AI now calls your contact centre
Some callers are now software acting for a customer, or for itself. Read The hidden cost of agentic AI callers.
Pass it on
If a colleague would find the book useful, send them to the free chapter. Can't find something the book mentions? Email me and I will point you to it.
Your own call centre
Talk it through
If you would like help applying the book to your own process, book a short call.