theboxers wrote:
Big Rod
I still think the best call center system was the one used by NTL. It was reprogrammed by a customer after waiting in a queue for 40 minutes. Apparently the the options were quite rude.

Yeah, I heard about that too. Damned if I know how they did it tho'.
Still, my best claim to fame was testing a new automated greeting system whereby after the caller had queued, (if necessary), the agents workstation would answer the call using their voice prerecorded to whatever service was appropriate.
I was 'playing' with it when the PC I was using hung. I tried varous things to get it back into service without rebooting it, all the time with the headset on that I was using to record my voice.
Once it started playing ball, the PC then 'played out' all the keystrokes and mouse clicks I'd done whilst trying to sort the PC. The thing to bear in mind here is that even though the app's were in focus when I was trying to fix it, they weren't necessarily when the machine was working through it's buffer, so the the computer's screen was quite entertaining for a little while til it caught up.
The upshot was that all the expletives I'd uttered while trying to straighten the PC out were recorded and uploaded to a shared drive space and immediately updated to ALL the workstations on the estate, about 1000 agent's workstations.
I think I must've looked a bit like that painting by Edvard Munch when I realised what had happened.
So anyone that called in for about the 10 minutes or so it took me to find the backup of all the WAV files and propogate them out heard me cursing, swearing, furiously clicking and typing before the call was actually established at the agent.