Wednesday, January 26, 2005

Here's Something To Give Silent Pause

A sobering discovery:
Monitoring is intended to track the performance of call center operators, but the professional snoops are inadvertently monitoring callers, too. Most callers do not realize that they may be taped even while they are on hold.
I'm thinking of all the times I've spoken politely through grit teeth -- or is that gritted teeth? -- only to vent explosively when I'm put on hold. It's one thing to lose your temper in private. It's another to lose it before an audience.