Technology’s Back-end Effect
Focus on supporting brand and lifetime value
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Al Bessin
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A quick personal experience here: When I called my phone services provider not long ago with a simple billing question (the rate to use my calling card), I had to wade through five layers of menus, only to be transferred to another system and then wait in a queue for an agent. Then that agent had to transfer me to another agent — another nail in the coffin for that services provider.
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Al Bessin
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