The Finch Formerly Known As Gold

17 July 2006

This scream may be monitored

Okay, don't scream at them, but don't force yourself into a bland monotone either, and here's why:

The next time you call a credit card issuer to complain about something you might want to turn up the heat with a bit more emotion. A new technology enables a call monitoring system to issue an alert to call center managers when the customer's voice hits a certain decibel level, uses harsh or foul language, or the name of a competitor. NICE Systems' "Emotion Detection" technology digitizes and stores angry calls on a server, where it can be batched with other angry calls, searched by keyword and emailed as a sound file among company managers.

No comment as yet from Vincent Ferrari.

Posted at 1:31 PM to Dyssynergy


TrackBack: 5:08 PM, 17 July 2006
» Want Grease? Squeak for it. from Scribal Terror
Dustbury found this fascinating bit of customer service counseling from CardWeb:The next time you call a credit card issuer to complain about something you might want to turn up the heat with a bit more emotion. A new technology enables...[read more]