Tuesday, June 15, 2004

Which one was the cart and which the horse?
Wired reports that software is under development to detect how angry a caller gets at automated phone systems so it can immediately transfer the person to a live operator. To quote the story, 'Elsa Martin, executive of international and domestic affairs for Apex Voice Communications of Sherman Oaks, California, said the system sounds interesting. "I think that the company would use this. We deal with a lot of important clients all over the world, and they focus on customer care -- their priority is to make sure the customer is happy," Martin said.'

Let's make a suggestion here that may shock some. If you really value your customers, DON'T USE THE #%%#$@!@ menu answering system in the first place!

"Oh, hello, Mr. O'Brien. How may we help you?"

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