Customer Service System Design Matrix by Jack Yoest · July 28, 2016 The more important the sale, the greater need for human interaction. The lower the cost, the less critical human interaction. Customer Service System Design Matrixcirca 1995source: unknown
Here's Why Rush Limbaugh has an Audience and NPR Doesn't March 8, 2006 by Jack Yoest · Published March 8, 2006
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