Welcome to the machine: when technology in the customer service center is good, it is very good. When it is bad, it is horrid
Article Abstract:
Interactive Voice Response (IVR) systems can be convenient and efficient, but they can also be the source of customer frustration and anger. The success or failure of an IVR system rests the complexity of the product or service that the system supports, the level of service the system provides, and the customer's expectations. IVRs can reduce call costs by 1-10%, but they are not suitable for all products, customers, or organizations.
Publication Name: Marketing Tools
Subject: Advertising, marketing and public relations
ISSN: 1076-4879
Year: 1998
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Carpets and floorcoverings
Article Abstract:
A statistical review of the UK market for carpets and smooth floorcoverings, such as wood, stone, ceramic and vinyl is presented. The value of the carpet and floorcoverings market in 1999 was 1,700 million pounds sterling. The largest market in 1999, at 73%, was for tufted carpets.
Publication Name: Market Intelligence
Subject: Economics
ISSN: 1366-6673
Year: 2000
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Geek gods
Article Abstract:
Bob Kahn and Vint Cerf have worked together building the Internet for over 25 years. Kahn has been seen as a synthesizer at the meta level where other people are unaware, while Cerf, being hearing-impaired, developed strategies that facilitate communication.
Publication Name: Washingtonian
Subject: Travel, recreation and leisure
ISSN: 0043-0897
Year: 1996
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