Call centers have begun using Cogito software. At insurer MetLifes call centers, a coffee cup...
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Call centers have begun using Cogito software. At insurer MetLifes call centers, a coffee cup appears on agents screens when their voice tone turns less than positive. But, it also helps call agents monitor the emotion shown in callers voices. MetLifes Emily Baker says, If a call becomes not so positive, it lets the associate to know to offer a little bit of hope to customers. In this scenario, the software monitoring the emotion shown in callers voices is an example of _____.
A.
verbiosity
B.
jargon
C.
metalanguage
D.
paralanguage
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