Thank you for the example. I read about it and that's why I thought to write this article.
What I find strange nowadays is that the presenters of huge companies appear a bit like priests talking to their congregation. They've got a podium (like an altar) and seem to be warm hearted and sensible people. Also, he talks about "small companies which might need help for scheduling". ... I don't think that small companies are actually very interesting for them... LOL
Actually, to deal with stressed people on the phone can be an excercise in training patience:) but that's a whole other topic. To make the world a smooth running corporation where all problems are solved technologically is the new holy grail is what I think. ...