If people deal with you personally it’s a different interaction than it your being dealt with anonymously.  Seth Godin talks how anonymous transactions cause a drop of quality and most transactions these days are anonymous.

"I bought some spinach at the farmer’s market yesterday. The fact that the woman who grew it is the same person as the woman who sold it to me made the transaction fundamentally different than buying the same spinach in a bag at the A&P. It’s not really surprising that factory farming keeps serving us poisons and side effects. It’s fundamentally anonymous."

I’m also noticing it in my new office space, because it’s smaller, a large office suite, fosters much more communication between coworkers than where we were before, in a large floor of a corporate building.  The quality of communication is improved because people are dealing with each other personally much more.

"When I went to Stanford, the director of admissions called every single person they admitted to share the news. Compare that to the anonymous ALL CAPITAL LETTERS notes you get from your car insurance company."

I suppose you could create a metric around this - say…..how many interactions with the client(s) are phone calls vs. emails.  How many are created vs. generated by a call center program?