TITLE

Overautomating the front lines

AUTHOR(S)
Donath, Bob
PUB. DATE
May 1992
SOURCE
Marketing News;5/25/1992, Vol. 26 Issue 11, p11
SOURCE TYPE
Trade Publication
DOC. TYPE
Editorial
ABSTRACT
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.
ACCESSION #
19147753

 

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