[bungie4]

We have dedicated staff whose job it is to audit calls. ALL calls are recorded and we do screen snaps every 5 seconds, or, anytime the screen changes. Were talking terabytes of data. We keep it going back many years.

I'll vouch for the stress of the job. If I f'up. Somebody can die. Same thing for the operators. They get 3 months of training before handling calls. Most wash out before their training is completed. Most, shortly after that. The churn is unbelievable. We hire constantly. All operators max out their sick/vacation days. It's an unpleasant, boring, terrifying job.

[eropple]

This sounds like an interesting technical problem. If you're up for chatting about it further, I'd be interested in hearing more about it--my email's in my profile.

[bungie4]

It's not really a technical problem, it's an adoption/money problem.