I agree with Alan...I used to work at a call centre and obviously employees have their preferences of who they like speaking to (young people, old people, tech-savvy people, tech-illiterate people). The sad thing is that it sounds like this software will generalize people based on age.
Who would decide who is better dealing with a particular group? This device/application assigns "reps to callers based on determinations of age and gender", so how are the reps assigned to particular age/gender groups? Following this line of thought one comes across age/gender discrimination in the workplace very quickly? Will we hear "Why is no-one from the 150-200 support desk ever promoted?!?"
As said above, the idea is flawed, the idea of a support desk is to support and resolve queries and those queries should be the same regardless of age/gender. If your support staff or even your managers are saying otherwise look at your staff, your product or your documentation.
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I agree with Alan...I used to work at a call centre and obviously employees have their preferences of who they like speaking to (young people, old people, tech-savvy people, tech-illiterate people). The sad thing is that it sounds like this software will generalize people based on age.
Who would decide who is better dealing with a particular group?
This device/application assigns "reps to callers based on determinations of age and gender", so how are the reps assigned to particular age/gender groups?
Following this line of thought one comes across age/gender discrimination in the workplace very quickly?
Will we hear "Why is no-one from the 150-200 support desk ever promoted?!?"
As said above, the idea is flawed, the idea of a support desk is to support and resolve queries and those queries should be the same regardless of age/gender.
If your support staff or even your managers are saying otherwise look at your staff, your product or your documentation.