takes us on a tour of a Convergys call center in Kentucky -- "a sea of head-setted heads in 500 cubicles" -- where empathy coaches "roam the aisles and swoop down on agents when they flounder."
It's apparently all a result of health care reform, which is making shopping for health insurance more like shopping for say, a health club. All of a sudden, rapport counts as people
learn that they have choices about who their supplier might be. But it can cut both ways.
"In a world where insurance companies track our behavior closer than a jealous lover, companies can use those same tracking tools to pick and choose the customers they want to treat well," Warner points out.