With the power of information on their fingertips and patience levels at an all time low, 50% of today’s customers want quick solutions and answers to their queries, reveals a global survey conducted by Zendesk. Now the question is, will businesses be able to cope up with the mounting challenge? The first time companies made customers do certain tasks on their own was more than a decade ago. From penalties for not executing their bank…

Gone are the days when we had to wait for the operator at the front desk to connect us with the right department. In the age of automation the same can be achieved by using a keypad and a recorded message over an Interactive Voice Response (IVR) system. Today, all we have to do is listen to the options read out to us by the IVR and select the appropriate ones to get connected with…