ScienceDaily: Spy software used in call centers:"Fluss said both emotion detection and speech analytics use recorded and transcribed conversations to sort them by searchable words and phrases."
It's going to be $400 million up the spout here. As usual we have been discussing how to manage telemarketers. Most of us put the phone down, or we say we just have to check something and then leave the phone off the hook while we do it. People are becoming increasingly frustrated and annoyed with the constant interruptions. Mail and email is far more successful ...or just having the website there. When we want something we are not at all against looking for the information!!
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