Articles by David Barrow

Companies that seek to automate the customer service process to cut costs often alienate customers instead, asPart 1 of this two-part series reveals. Some companies, though, are finding ways to incorporate informed, personal interactions into their customer service programs, and are treating every question a customer poses as a chance to build sales andcustomer loyalty...

"Your call is important to us. Please hold." "We've automated our phone system for your convenience."