VoIP technology sharpens agent response times 

The Internet is a goldmine of information, but occasionally you hit a wall where you need a real person to answer a question.

Albert Clark saw that wall about seven months ago when he was booking some complicated flights through Continental Airlines online at about 11 p.m. He'd already spent a lot of time entering information about his trips when he had a question about the airline's cancellation policy.

Clark said a button popped up on the Web page he was viewing and asked if he had any questions.

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