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How computers could make your customer-service calls more human • WSJ
Daniela Hernandez and Jennifer Strong:
<p>Cogito is one of several companies developing analytics tools that give agents feedback about how conversations with customers are going. Its software measures in real time the tone of an agent’s voice, their speech rate, and how much each person is talking, according to Dr. Place. “We measure the conversational dance,” he says.

That dance is sometimes out of sync, such as when an agent speaks too quickly or too much, cuts a customer off, has extended periods of silence or sounds tired.

When the software detects these mistakes, a notification pops up on a window on an agent’s screen to coax them to change their strategy. The alerts are useful not just for the agents, but also for their supervisors, Cogito says.

When insurer MetLife Inc. started testing the software about nine months ago, Emily Baker, a 39-year-old supervisor at a call center in Warwick, R.I., thought: “Why do I need this artificial intelligence to allow me to be more human? How much more human can I be?”

But the program has come in handy when coaching new agents, she says, especially those with little experience. One of her 14 agents said the software noticed he wasn’t speaking with enough energy, so it prompted him with a message to pep up plus a coffee-cup icon, she says.

Tiredness can come off as lack of confidence, Ms. Baker says, and it’s important for clients to “feel confident about the service we’re providing” because callers are often going through potentially life-changing events. The call center where Ms. Baker works is focused on disability insurance.</p>


Machines to watch over us, and correct us when we aren't good enough with each other.
callcentre  cogito  ai  software 
28 minutes ago by charlesarthur
Maintainers Matter: The case against upstream packaging (postscript)
«

Maintainers, distributions and all the variety of "wasted duplicated effort" is the only reason the system has worked. Maintainers are the ambassadors between users and developers. Together we have formed a beautiful symbiosis with FOSS programmers because we could freely tweak, build and distribute their software. We will always disagree, do something about it, attract users, attract volunteers and formalize these groups as distributions. Putting packaging in the hands of those who write software (instead of those who use it) will inevitably lead to a proliferation of bad actors, as has been demonstrated in every other major operating system lacking strong community curation.»
packaging  arch-linux  debian  software  distributions  idealogging 
1 hour ago by brennen
Musings on Mobile Software, Nokia's Downward Spiral
A few weeks after the fateful Feb ‘11 announcements I wrote about “What Happened to Nokia”, it got picked up by some fairly big tech news sites and 10s of thousands of people read (or at least visited, it was a pretty long blog) what I had to say.

Now that the Windows Phone strategy is not working out as well as planned and yet more cuts have killed off Nokia’s next generation platform for the low end (codenamed Meltemi, think bada competitor but much better), I’m writing some final thoughts on the topic and then moving on.  I say final because I really don’t expect Nokia to be very relevant for a whole lot longer, certainly not returning to their former glory.  The data collected by Asymco is pretty compelling in this instance.

Tomi Ahonen has recently posted an incredibly long public assault on Stephen Elop’s management.  I think he goes too far in blaming Elop for everything, Nokia was in a pretty bad shape before he arrived.  However, he has made a bad situation much worse and I think the conclusion is essentially correct, Elop and most of the board need sacking for almost completely destroying the company.
mobile  nokia  software  technology 
2 hours ago by DirkSonguer
The 3-Clause BSD License | Open Source Initiative
Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.

2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.

3. Neither the name of the copyright holder nor the names of its contributors may be used to endorse or promote products derived from this software without specific prior written permission.
software  license  openSource  reference  copyright 
2 hours ago by dicewitch
Map cloud storage as a network drive or local disk
CloudMounter is a reliable system utility that allows mounting different cloud storages and web servers to your Mac as local disks. Connect to Microsoft OneDrive, Google Drive, Amazon S3, Dropbox, FTP and WebDAV servers in Finder, as if they are located on your machine.
cloud  mac  software  storage 
8 hours ago by bezthomas

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