The article is quite opinionated towards this system, while I think the main beneficiary of this, is the call center. And not because they actually operate more efficiently, but because the can fake more efficiency. When I pick up the phone, to call a company, it is usually because they already did something wrong, and I need help with that immediately. In all other cases I wouldn&#x27;t contact them or would have send an e-mail. The article claims that &quot;the best bet for improving both customer satisfaction and contact center operations&quot; is some queue management stuff and so on, but I think the &quot;best bet&quot; would be getting someone on the phone asap. And asap is not after 20 minutes of waiting time (whether on the phone, or off the phone).