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08/18/2001 Archived Entry: "18-August-2001 -- The future of tech support: no waiting"

The future of tech support: no waiting (Yahoo) -- "Yet today, a recent Forrester Research report notes, 80 percent of U.S. companies are still struggling to deliver real-time support to their customer base. These companies are pouring billions of dollars into technical support call centers, spending $33 per call for telephone support and $10 per email for Web support for a total of at least $2.2 billion in the U.S. alone every year." (Comments: Interesting numbers, don't you think? Imagine if even a small fraction of this money went to usability to prevent the support calls in the first place.)

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