Speech Technology Magazine

 

Biographical Information

Paul Kowal



Articles By Paul Kowal

The Answer to Customer Service?

Many times, customers experience a trade-off when they try to find satisfaction through machines: what they gain in convenience they lose with modern-day annoyances that come with the new technology. Today, you can check your savings account balance at any time of the night, but not until having to cope with about five rounds of touch-tone multiple-choice questions. You can order clothing online, but if there are delivery problems, e-mailing customer service can be frustrating, especially if you have to wait hours ‹ or days ‹ for a response.
Posted 30 Nov 2000 - November/December 2000 - by Paul Kowal