Sometimes I have difficulty seeing anything interesting about the link between a given organization and a given item of technical infrastructure. Every organization has some kind of telephone system, and I can't see anything unusual about the telephony objectives of this particular organization - ‘state of the art’ customer service, advanced functionality, exceeding customer expectations, improved productivity, etc., etc..
So why should we be interested in this particular case study. Perhaps there is only one reason - because of an old Beatles song:
Now we know how many calls it takes to fill the Albert Hall ...
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