Systems and methods are provided for enabling a user to associate a story with one or more referents. Techniques for incorporating analytics as applied to customer data into particular strategies for call deflection, targeting particular individuals to increase chat acceptance rate, and computing a customer’s wait time are also provided. The at least one recess may have dimensions selected for forming the passive element with an intended magnitude of at least one electrical property. In use, thermosplastic material is located between the first and second mould wafers; the first and second mould wafers are positioned relative to one another so that each first recess is in register with a corresponding pair of second.