Eavesdropper On The Line
Ever wonder where your voice goes after you hear the warning, “Your call may be recorded . . .”? Ever doubt that it goes anyplace at all? Well, in today’s hi-tech, computer-driven world, there’s a place for everything.
The truth is that most businesses have no time to listen to those recordings themselves. NICE Systems, an Israeli firm came up with software that makes the screening easy by dissecting and extracting the pleasantries, clashes and verbal gut punches exchanged during customer service calls.
FedEx used the program to determine that a top-notch call often involves a caller who displays a “heightened emotional state” and voices the word “wow.” Now the ablest of call takers, having been schooled in the steps to that kind of customer service nirvana, are asked to lead you and your feelings on a path to “wow.”
Photo by afeman.
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