During COVID-19, I have developed a special dislike for jazz. The dreaded phone call hold—upbeat music paired with frequent interruptions by a robotic voice assuring me that someone will be with me shortly—has become an all-too-familiar sound. Though customer service lines have experienced increasing automation levels for several decades, their inefficiencies have been set against the backdrop of the COVID-19 pandemic in 2020. Following the pandemic’s beginning in the U.S. ...

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