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ECT News Community   »   CRM Buyer Talkback   »   Re: Call Center App Detects Customer Anger

Re: Call Center App Detects Customer Anger
Posted by: Erika Morphy 2007-01-28 07:36:20
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Autonomy has introduced a new contact center application, the Intelligent Contact Center, which provides a range of higher-end capabilities, including the ability to detect anger or emotion in a call, multichannel analysis at the point of interaction and real-time agent support. The rollout, Autonomy's major release during the next three quarters, also better leverages functionality it acquired from etalk a year and a half ago, Scott Shute, president and CEO of Autonomy etalk, told CRM Buyer.

Re: Call Center App Detects Customer Anger
Posted by: Blueforest 2007-04-01 21:23:24 In reply to: Erika Morphy
i like it ,Okay thanks

Re: Call Center App Detects Customer Anger
Posted by: smoliar 2007-01-28 07:55:02 In reply to: Erika Morphy
You guys still don't get it, do you? I suppose the only explanation (excuse?) for this kind of technology is that desperate nostalgia to make the service economy look like a production economy. The best way to examine the fallacy is to take apart the terminology word-by-word:
CUSTOMER: Back in the days when it WAS a production economy and there was no Internet, any successful salesman could tell you the quickest path to failure was to treat the customer as an OBJECT, rather than a SUBJECT. CRM has perverted this principle on both sides of the coin. Not only has the CUSTOMER been objectified, but anyone the customer ever contacts is ALSO objectified! This is why you guys periodically run stories about "user-hostile" customer service, such as the one about airline reservations you ran last June (which, ironically enough, now seems to have vanished from your archives).
RELATIONSHIP: The distinction here is between TRANSACTIONS and ENGAGEMENTS. A relationship between two subjects is an engagement, an ongoing process in which awareness (including listening) is as important as delivery. Transactions abstract the concept of relationship by reducing it to relations between objects. Awareness, of course, involves more than the semantics of text. If you cannot hold a conversation and sense that the person you are talking to is angry, then there is something wrong with your psychological makeup. That is the sort of awareness that makes us human and enables relationship on a subject-to-subject basis.
MANAGEMENT: The bottom line here is that technology providers have no idea what they are managing or why they are managing it. All that seems to matter are productivity statistics, which are far from the best indicator that a business is doing a good job. Of course, if the concept of "customer" has been perverted, then the concept of "customer satisfaction" has been banished to an exile in Ultima Thule! The business has thus liberated itself from worrying about customer satisfaction, and customer anger mounts to the point where the customer finally takes action to the disadvantage of the business.
So this is the world your technology has made! I would ask if you are all satisfied with it, but how can I ask a question about a concept you have banished from your working vocabulary? Have fun with the next release!
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