3. A system according to claim 1 , wherein the written responses each comprise one or more of pre-formed responses selected by the agent or responses typed by the agent.
3. A system according to claim 1 , wherein the written responses each comprise one or more of pre-formed responses selected by the agent or responses typed by the agent. 4. A system according to claim 3 , further comprising: a response module to receive from the agent, selection of at least one of the pre-formed responses to address a problem or frequently asked question identified by the agent during the call.