“We're able to monitor the customer interaction, what the consumer is looking for, ... We're able to monitor what our own agent's performance has been.”
“The Web site is now the front door for most companies; online customers are looking for an interactive relationship, something new for many companies,”
“Ultimately, this approach will give consumers greater control, and businesses powerful new ways to interact with their customers.”
“All the monitoring is done on an interactive Web site. I can monitor anybody from anywhere as long as I have an Internet connection.”
“Think in terms of a web of interaction and a chain of interactions.”
“It's just interaction with your customer, if he's buying you a drink, that should be OK, and you know when you've had too much, you say no,”
“We encourage our managers and staff to interact with the customers, offer refills, and give a full-service experience.”
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