In a world where navigating even the tiniest blip can turn into a consumer nightmare, the ability to speak with a real, live human being has become special.
Companies have downsized and phased out call centers in an effort to cut costs, causing wait times to balloon and making it truly impossible to speak with an actual person.
The phone call has become a status symbol of sorts. You want to speak to a representative? That's a privilege, not a right.
Gen Zers see the ability to call as a concierge-like service that helps them skip to the front of the line and offload the labor.
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