Have you been stuck on hold for an hour or more? Here’s how companies are trying to address the influx of customer calls during the coronavirus pandemic
America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic.
Many customers who call the hotlines of airlines, retailers and financial-services firms, among others, encounter hourslong wait times, hearing recorded messages saying help is currently unavailable. Some companies ask that customers manage their issues online or suggest that they hold off on seeking assistance altogether.
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