So you are talking with an associate at your credit card company and you want to get the attention of a manager there. Which of the following may get you a chance to speak with a manager?
A) Raising your voice
B) Asking nicely to speak with a manager
C) Mentioning a competitor’s name
D) Start using profanities
E) All of the above
The correct answer? E – all of the above. NICE Systems, a company that offers software for call center analysis and is used by the top ten credit card issuers, has a new “emotion detection” monitoring system. This system can contact a manager when the customer’s voice starts to rise when talking with an associate and hits a certain deci...