CRM Buyer Talkback

Re: Emotion, Speech Tech Helps Call Centers Gauge Customer Moods
Posted by: Anonymous 2006-10-20 10:17:41

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Forrester Research of Cambridge, Mass., said sales of "emotion detection" technology to corporate call centers has reached US$400 million annually. Forrester said sales are still growing for the systems and a related technology known as "speech analytics," The Washington Post reported Wednesday. The technologies, which were originally developed for eavesdropping, have been employed by customer service agents to get a better idea of customers' moods.

Re: Emotion, Speech Tech Helps Call Centers Gauge Customer Moods
Posted by: smoliar 2006-10-20 10:20:32 In reply to: Anonymous

Gee, I have always felt that I have been pretty up-front about my emotional state in my call center engagements! If that $400 million could go into providing operators better equipped to deal with what they are being told, they would not need technology to tell them about emotional state! When will call centers wake up to the uncomfortable truth that customer service is about personal engagement and not about better support technology!