Overautomating the front lines

Donath, Bob
May 1992
Marketing News;5/25/1992, Vol. 26 Issue 11, p11
Trade Publication
The author comments on the impact of automation on marketing. He notes that it is not that marketers should avoid customer service automation. Properly planned, the branching configuration and customer-record retrieval can make life easier and add customer value. Automation has to support customer service personnel not supplant them.


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