Not out of the blue. We ran a call center and even 10 years ago, the writing was on the wall for phone support. Average time to resolution for comparable issues

Not out of the blue. We ran a call center and even 10 years ago, the writing was on the wall for phone support. Average time to resolution for comparable issues was 3x longer over the phone, was overwhelmingly popular for older generations (read: very unpopular for millennials), and the call infrastructure was a constant misery. It’s no surprise that businesses are winding it down because on the other side, chat and email are so much easier from the business’s perspective.