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Articles for August 2004

To lose a customer, please press...

if you want to improve service, increase sales and cut costs, press button one and delete your IVR. There are no further options.
Lay off the corporate guilt trip

Firms with a conscience need to innovate if they want to make a difference.
E-binge that will cost us dear

The dotcom boom is a thing of the past, but government can't stop spending on technology.
The future's a dead giveaway

'=Outsourcing isn't just call centres - it's cutting to the heart of Western business.
Britain is a rip-off. Why?

We must stop suffering bad UK management in silence