[rdiddly]

I agree this sounds awful, but if the IT people were properly empowered to solve the problems they overheard being dealt with in customer service (and it wasn't forced on them), you might actually manage to get a nice feedback loop going.

[foepys]

But for every useful information you might overhear, you will listen to 1,000 calls about how Internet Explorer allegedly ate their emails, made their dog sick, and burned their house down.