Hell's Bells

Jacobs, Ian
May 2006
CRM Magazine;May2006, Vol. 10 Issue 5, p22
Trade Publication
Looks at the problems with automated telephone systems. Observation on customer self-service applications; Factors to consider by companies when implementing interactive voice response, CRM and contact center systems; Experience of the author in canceling a business flight using a special frequent-flyer phone number.


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