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Thursday, 05 July 2018 14:48

Call centers don't just record your words — they can also analyze your emotions. And then some

Written by  Paul Stockford
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Pittsburgh Post-Gazette,  Admit it, you dread calling a customer service rep to help you with your malfunctioning internet service. Tensions rise, the call itself can feel like an eternity and sometimes your issue isn’t resolved at all. But that could change with help from a familiar, if not mundane, phrase:  

“This call may be monitored or recorded for quality assurance.”

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Paul Stockford

Paul Stockford

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