Let’s talk about pauses. Pauses determine how fast or slow your system will be perceived. One thing to keep in mind is that people in your business who are familiar with the system, such as your testers, or your business unit, will rapidly learn how to use it and become power users. They are insiders. So, unless your callers are also power users, which means they call at least once a week, they will not have the same experience of the system that your internal users have. One