This is the old ChiefTech blog.: Online customer service failure
ChiefTech
AUGUST 1, 2007
©2005-2009. Anyway, one of the observations during my time of being disconnected from the fast world web was our reliance again on the telephone for accessing and managing the different services that run our lives. The impact of not having any or decent Internet access was magnified by the time spent on hold.
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