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How Are Your Clients Feeling Today?
  How Are Your Clients Feeling Today?  
     Last week, I stumbled upon an article in the New York Times entitled, "In a Mood?  Call Center Agents Can Tell".  It was quite an interesting article and I hope you have time to "click" on the link to the article above and read it.
     But what I took away from this article was that software, still in its' infancy, is being developed that evaluates and reveals the true emotion of customers or callers during their conversations.  The software performs what is called "emotional analytics".  
     The analysis offered by the software detects if the words being used by a caller/customer match-up with their real feelings and emotions ... or if they are contrary to them.  In other words, if the words they are speaking are portraying their true intent and desires.  And in what capacity or levels they might react to your responses to them at that time.
     My reaction when reading this article?  Simply ... wow!
     While I have some reservations surrounding the privacy issues raised through the implementation of this sort of software (also talked about within the article) ... and how that might be resolved, my ... more

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