Despite customers' wanting to talk to companies, most of those companies are not delivering positive customer experiences on the phone.

Some "90% of customers are increasingly frustrated with the level of service they experience, especially as it relates to long hold times," according to an Ifbyphone infographic.

Even worse, those frustrated customers are rushing to competitors for comfort: "89% of consumers began doing business with a competitor following a poor customer experience," Ifbyphone claims.

So, what do those callers expect?

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Veronica Jarski is the Opinions editor and a senior writer at MarketingProfs. She can be reached at

Twitter: @Veronica_Jarski