Adrian Swinscoe , CONTRIBUTOR

Despite the introduction of all sorts of new technology, a myriad of new channels and a host of self-service options, when things go wrong, get complicated or become difficult for customers most of them will want to pick up the phone and talk to another human being.

https://www.forbes.com/sites/adrianswinscoe/2017/03/03/how-to-make-phone-conversations-with-customers-better/#5d8269c68cdf