Over Half of Consumers Say Brand Interactions Are Getting Worse: CallMiner
Fifty-five percent of consumers say brand interactions have gotten worse over the past year, while only 7% say they are better (based on a CallMiner survey of 530 U.S. adults). Problems cited include long wait times and the difficulty of reaching a live agent. Despite brands’ investments in CX technology, consumers still prefer a traditional phone call, even though 80% find agents to be distracted.