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Anger Management

The next time you raise your voice to a phone-in service, you may well be heard -- by a computer

3 min read

"This call may be monitored for quality assurance purposes," intone the automated answering systems of so many corporate call centers. In some cases, now, the monitoring has another purpose as well: anger management. And that means not just the anger of enraged customers but of the people fielding the calls.

Eight years ago, when monitoring systems were first put in place, large companies could only spot-check the millions of calls to their support and sales lines, says Bar Veinstein, director of product marketing at NICE Systems Inc., in Ra'anana, Israel, and Rutherford, N.J., that claims to be No. 1 in the US $800 million business of supplying systems for call monitoring.

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Asad Madni and the Life-Saving Sensor

His pivot from defense helped a tiny tuning-fork prevent SUV rollovers and plane crashes

11 min read
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Asad Madni and the Life-Saving Sensor

In 1992, Asad M. Madni sat at the helm of BEI Sensors and Controls, overseeing a product line that included a variety of sensor and inertial-navigation devices, but its customers were less varied—mainly, the aerospace and defense electronics industries.

And he had a problem.

The Cold War had ended, crashing the U.S. defense industry. And business wasn’t going to come back anytime soon. BEI needed to identify and capture new customers—and quickly.

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