Abstract
While technology is great and offers many remarkable ways to streamline a business, one must not let it overtake the human factor. Productivity takes many forms not the least of which is company-consumer interface. Factors like caring and concern about employees; employee morale which is so vital to productivity and responds to the communication the company sends in so many subtle and not so subtle ways; coming down on the human side of the equation rather than the technology side. First impressions are lasting ones and the role of receptionists and telephone operators are very important as their impression can determine business transactions of a company's culture
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