Emotional issue

Firth, Niall
June 2005
Engineer (00137758);6/27/2005, Vol. 293 Issue 7678, p9
Reports that an emotion-sensitive computer system which can detect customers' anger or frustration and react accordingly could be used by British Telecommunications call centers. Partnership with the European Union-backed ERMIS project; Development of a prototype computer character that is able to understand and replicate a variety of human emotions.


Related Articles

  • Paying the price of cheaper calls. McKelvey, Charlie // Precision Marketing;3/14/2003, Vol. 15 Issue 22, p17 

    Comments on British Telecom PLC's transfer of a large portion of its call center business to India. Other British companies moving their operations overseas; Response of organized labor to the move.

  • Multiple channels must cohere or lose custom.  // Data Strategy;Mar2008, Vol. 3 Issue 8, p6 

    The article reports on the poorly executed multichannel customer relations management (CRM) strategies particularly on the lack of internal communication and inconsistency between channels, which frustrate customers. The study by Dr. Nicola Millard, futurologist at British Telecommunications...

  • BT brings multimedia call-center solution to Asia. Waring, Joseph // Telecom Asia;May2004, Vol. 15 Issue 5, p10 

    Reports that British Telecom has introduced its multi-channel contact-center system in Asia to tap the region's growing customer relationship management market. Integration with Internet Protocol-based technology; Multimedia offering that gives clients a certain degree of flexibility; Management...

  • BT set to cut queues at Prudential. Saran, Cliff // Computer Weekly;9/13/2005, p5 

    The article reports that pension provider Prudential PLC is deploying new call management technology in its contact centres as part of an initiative to improve customer service. The project is part of a multi-million-pound, five-year outsourcing deal with BT Group PLC (BT), set up in 2004, and...

  • U.K., Ireland among booming markets. Fellman, Michell Wirth // Marketing News;06/07/99, Vol. 33 Issue 12, p5 

    Discusses the reasons Ireland and Great Britain are fast-growing telecommunication center markets for multinational companies especially from the United States. Population that speak English as primary language; Employment conditions; Ireland's tax breaks and subsidies for call center services;...

  • HOLD ON AND DON'T LET GO. Benady, David // Marketing Week;4/18/2002, Vol. 25 Issue 16, p37 

    Focuses on the concept of customer relationship management in Great Britain. Importance of retaining customers; Link between service reputation and sales; Scrutiny on the customer service strategy of British Telecom.

  • Redundancies will be last resort for BT cuts.  // Personnel Today;4/2/2002, p2 

    Reports the reduction of call center job by BT company in Great Britain. Relocation of staff by the company; Closure of call centers; Inquiries on the ability of the company to offer job opportunities in the sites.

  • BT to cull one thousand call centre jobs.  // Utility Week;2/22/2002, Vol. 17 Issue 8, p5 

    Reports on the impacts of the reduction of British Telecommunication's call centers. Plans for the reduction; Information on the job cuts.

  • Call centres--the new assembly lines? Creagh, Mary // Credit Control;1998, Vol. 19 Issue 10, p17 

    Focuses on several developments of call centers in the United Kingdom. Implication of the privatization of British Telecom; Formation of the Telebank; Benefits of consumers from call centers; Information on international call centers.


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics