2014 Big data Interactive Voice Response Wait times 
Fonolo
NOVEMBER 17, 2020
Nobody escaped the long lines and endless waiting times. Improving Average Handle Time (AHT). Call Center Trends 2014. Forrester stated that companies would spend about $900 million on mobile processes in 2013 and expect this number to triple in 2014. Big Data is Getting Bigger.
CSM Magazine
DECEMBER 1, 2020
This search for alternative methods of response is one of the reasons why live chat is growing exponentially, quickly overtaking voice calls, social media and email as the preferred method of communication. Statistics tell us that customers choose chat for convenience and shorter wait times, unlike voice calls.
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