This Call May Be Monitored

An article on IEEE's site about talks about software used to monitor the emotional state of customers and customer service agents during a call. There is also word recognition software that can tell when a customer mentions a competitor or says they know where they can get a better deal. Unfortunately, this method of monitoring customer service (like many surveys I've gotten regarding customer service - Compaq didn't give me any surveys) seems to be focused on making sure individual employees are doing their job as opposed to fixing systemic problems that individuals have no control over. But it has the potential to help fix systemic problems if companies are willing to use it that way.