The customer service managers want to detect your rage "after the fact" via software that analyzes recordings...

Over the past several years, technology designed for eavesdropping has found a new home in corporate call centers, recording and analyzing millions of phone conversations between customer service agents and consumers in an effort to better digest and organize what customers are saying.

Forrester Research estimates that annual sales of the emerging technology, known as "speech analytics" and "emotion detection," amounts to about $400 million and growing.

http://www.washingtonpost.com/wp-dyn/content/article/2006/10/17/AR2006101701516.html

Yet another example of management doing EVERYTHING AND ANYTHING as long as it doesn't involve actual management interaction with the customer.  I feel that the disconnect between management and the customer is one of the major reasons why customer service is so poor in the first place, and I don't hold up much hope for tools like this.  It's much easier to dismiss an irate customer with a valid complaint when they're on tape than when you actually have to deal with their problem.