Good article and of course the best thing for the customer is to have their query resolved by the first person they speak to the moment they finishing dialing the number. However we all know that whilst companies are getting better at this,it is still unrealistic. Let's also not forget whether we like it or not, a companies audio branding is, most the time, the first touch point which gives the consumers first impression. This will tell the consumer a lot about a company, making it essential to be the best it can.