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The answer lies at home (29 Jul 2004)
Laver points out that as employees gradually adapt to a self-service model at work (changing their own address details, for example, instead of calling the HR department), they become more comfortable with interacting online. He argues that the advantages of using the internet make the move towards online support and purchasing an inevitable trend: "One of the frustrations of telephone support is that it's difficult to articulate what your exact problem is, and the interactive process .. to determine what the problem is can be time-consuming."
Article URL: http://www.guardian.co.uk/online/story/0,3605,1270838,00.html

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