Opinion by Helaine Olen: Why it’s increasingly hard to reach customer support by phone — if it’s possible at all.
to surveys showing millennials and Gen Zers prefer online contact. Employers also say that in the post-pandemic world, they can’t hire enough help.
All of this is, for the most part, excuse-making. If there are humans clamoring to end customer contact, it’s the ones in the c-suite, where the suits are happy to save a few pennies on call services at your expense. “I don’t want to put nefarious intent in people’s mouths, but I’m positive that a lot of these companies looked at it and went, ‘Hey, our service levels went down [during the pandemic], and we didn’t lose customers over it, so let’s keep them a little lower. Let’s see how hard we can make this before they start pushing back,’” says Jeff Gallino, the chief technical officer at CallMiner, an analytics firm.
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