When your customers are willing to pay to yell at you, something is wrong.
New Yankelovich research indicates that consumers are so tired of dealing with automated high-tech customer service, that one in four would actually pay to speak to a real human. This practice has truly created some of the worst PR on the planet.
Research details at the Advertising Age site (free registration).
If "paying to talk to a human" was actually implemented, the ultimate question would be: How much will companies have to pay the poor soul who gets to answer the line? If it were me, I'd demand six figures and fully covered mental health counseling. The anger in consumerland is near nuclear.