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But here’s my point: To send a customer to a Web site because of restricted call center hours, and then allow that Web site to be difficult to navigate and search, and filled with errors, can do a business a grave disservice. And bear in mind, I’m someone who understands how difficult it is to offer excellent channel integration, and as you can see, I’m relatively adept at getting around a site’s faults. Imagine the frustration of customers and prospects who aren’t understanding or resourceful.