Remove Agent burnout Remove Airlines Remove Personalization Remove Wait times
article thumbnail

Top 5 Customer Service & CX Articles for the Week of March 20, 2023

ShepHyken

But, increasingly, companies large and small are making it difficult to access a real, live person when help is needed. Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic.