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”.
Find Out All the Contact Center Trends in 2021
Find out what trends and changes the contact center faces in 2021