Al Brendenberg mentions a press release from Nice Systems on a new monitoring tool that measures the emotion of a caller's voice and if it reaches a certain mark, then it alerts a supervisor, who may choose to proactively intervene.
"When your voice hits a certain decibel level or if you use harsh or foul language (or the name of a competitor), NICE's call monitoring system will issue an alert to call center managers that there's a problem. This can bring speedier intervention by a manager -- and swifter resolution of your issue. Why? Companies spend a fortune to acquire customers, and they'll do everything they can to hold onto them."
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Wow, what a colossal waste of money.
I am a customer service agent. We have a free option for you. Whenever I get a customer who is losing it, I stand and look at my manager.
Radical isn't it. I stand and he prepares himself for a possible escalation.
However when you take 40-50 calls a day, the same calls over and over. The irate customer becomes a bright spot in your day. A challenge. Just how idiotic will this person get? Can I talk him down? It breaks up the monotony.
Posted by: Evel | November 29, 2005 3:55 AM | Permalink to Comment