Your Call- or Contact center provides THE crucial moment of contact with your clients. The call agent communicates with them based on his auditory senses and needs to respond quickly and in a concise manner. This requires extensive experience and knowledge to interpret the underlying message of the customer quickly and correctly.
At local or national emergency services like 911, it is of crucial importance that the emotional state of the person who dials in, is immediately assessed in the right way! Is it a matter of urgency and do we need to send an ambulance? Or is the person who calls exaggerating the entire situation? When a child calls in, is it just playing or is it calling in a distressed environment? A quick and correct analysis can save lives.