As word-spotting systems spread, call-centre training schools have started coaching students in gaming the system so they look good under the additional scrutiny.

ECONOMIST: Monitor

NICE, a provider of word-spotting software based in Ra'anana, Israel.

ECONOMIST: Monitor

Word-spotting software allows managers to monitor agents much more closely.

ECONOMIST: Monitor

As well as being used to evaluate the performance of agents, Mr Eilam says, word-spotting systems can also provide valuable insights about what callers think about a particular product, and how their vocabulary changes in response to advertising campaigns, recalls and publicity stunts.

ECONOMIST: Monitor