People hate phone menus. It’s as simple as that. That frustration spawned the ever-popular GetHuman.com site many years ago. (And it’s many modern copycats.)
Here’s another angle:
VoIP-News had a great article called “50-Plus Hacks and Tips to Get to a Real Person at Any Corporation”.
Trend Alert! Contact Center Industry Predictions for 2023
This report offers perspective on where the contact center industry stands today, plus our trend predictions for 2023.