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.

Customer Relations, Telecommunications systems, Customer service

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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.

Fabricated rubber products, not elsewhere classified, Carpet and Rug Mills, Carpets and rugs, Hard surface floor coverings, not elsewhere classified, Carpets NEC, Rubber Floor Covering, Hard Surface Floor Coverings, Resilient Floor Covering Manufacturing, Supply and demand, Statistics, Rugs and carpets, Carpets, Floor coverings, Floor coverings industry, Rug and carpet industry, Floor covering industry, Rubber flooring, Flooring materials

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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.

Internet, Design and construction, Science and technology policy, Kahn, Robert, Cerf, Vint

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