Your Call (and Rants on Hold) Will Be Monitored

NYT story about the people and firms that monitor those customer service calls. Surprising (but upon reflection, maybe not) to read that they monitor the call when you are on hold and (tee hee) hear all the things you say behind the scenes. Ridiculous (to me) that they are making the case in this story that companies are striving for higher quality more empathic listening-type of service in order to differentiate themselves. That’s an angle of the story, sure, to support the presence of these monitoring firms, but really, does anyone think that’s what is going on?


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