Managing the Voice Channel

Slepian, Jeanette
October 2004
Business Credit;Oct2004, Vol. 106 Issue 9, p8
Trade Publication
Focuses on the advantages and disadvantages of answering machines and human telephone operators in the U.S. Preference of callers on interaction with a human caller; Strategies on how to build good customer relationship; Inappropriateness of machines to handle critical interactions with established customers; Efficiency of machines.


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