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Call center software can re-route angry callers

Nilay Patel

We've already seen call center software that can determine the age and gender of callers, but a Japanese company called Digital Technologies says its developing software that will take actions based on the emotions of the person on the line. The data is used to rank people on a 1-10 scale of happy to displeased, but it's not clear if the system springs into action after you connect to a real person or if it starts while you try to navigate voice menus -- because if our experiences with Amtrak's "Julie" automated voice agent are any guide, you might as well just rank everyone as "angry" and be done with it.

[Image by Armend Krasniqi]

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