The latest issue of Consumer Reports published a study on the top irritants consumers have with customer service. While the findings were not exactly surprising, they are disappointing. At least 10 of the 17 items listed can be addressed with simple technology updates. The question we keep asking ourselves is ‘Why are brands using antiquated systems when we know that these practices are exasperating customers?’ I find it mind-boggling that 74% of consumers have been disconnected....