The big news in contact centers this week is that Frontier Airlines has, as a company spokesperson told The Verge, “transitioned to fully digital communications,” or in other words, discontinued phone-based customer service support. Most communications industry analysts and observers condemned the move, noting that voice is still a primary channel for customers reaching out to companies for help. The contrarians pointed out that Frontier is a budget airline and suggested maybe we’re getting to the point where the ability to monopolize an agent’s valuable time and engage 100% of their attention for an unpredictable length of time may, in fact, be some kind of luxury.
