Not long ago, an elderly man distressed over high medical premiums phoned the call center at Wisconsin Physician Services Insurance Corp. The caller was highly emotional, making it tough for the call-center agent to calm him so his problem could be addressed. The frustrated policyholder hung up. But the call-center IT system was aware of the customer's exasperation, and automatically fired off an E-mail alert to the agent's supervisor, who immediately listened to a digital recording of the conversation.

WHAT???!!!??? READ THIS

New Support-Center Tool Detects Emotion In Voice Of Disgruntled Callers

http://www.informationweek.com/story/showArticle.jhtml?articleID=159906176