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Automation is a great way to improve your workflows and customersatisfaction, but only if it makes the customer journey easier. I was actually supposed to start in Connecticut, but before I started, they told me the company had moved to California to start raising VC money. Stop automating everything.
It also happens during prime time (between 9-10 pm) when a lot of people watch their favorite news shows, popular series, talk shows, podcasts, and other educational and entertaining content using the internet. With multi-branch operations, the ISP needs to ensure seamless services for its customers and connectivity between locations.
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