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Changing Techology to Meet the Needs of Your Business


"Automation really just complicates things more unless you have a lot more knowledge and you have people behind it," says Howard Lee, chief executive of HyperQuality Inc., a Seattle firm that helps companies improve call centers and other customer-service operations. "People expect technology to be a magic bullet, and it's not and never will be."

WSJ, Oct. 2006

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