Customer calls pose a dillema for many companies, as they try to bridge the gap between efficient automation and personalized service. But that doesn't necessarily mean more satisfied customers. Pushing a lot of buttons to reach a human being doesn't usually build good will. And according to the Incoming Calls Management Institute, average call waiting time is over two minutes. That's a 33 percent increase over five years ago.
Ernie Sander, news editor, The Wall Street Journal