Frustrated Australian consumers are spending an average of 96.5 million hours on hold to call centre operators, as expectations for customer service soar.

Senior Director & Head of Customer Workflow Solutions at Servicenow, Simon Bowker, says the figure is much higher than the year before.

“It feels like companies aren’t providing us with the service we need because they’re cutting costs – our behaviour is changing and we think this will be the year of a big switch,” Mr Bowker told Gary Adshead.

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