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Why Is The Experience Of Waiting On Hold Always Exactly The Same?

The Experience Maker
Why Is The Experience Of Waiting On Hold Always Exactly The Same?
By Dan Gingiss • Issue #16 • View online
Perhaps you’ve heard one or more of these recently:
  • “All agents are busy helping other customers”
  • “Your call is very important to us”
  • “Calls will be answered in the order they were received”
  • “Calls may be recorded or monitored for training purposes”
  • “Please listen carefully as our menu options have changed”
  • “Your feedback is important to us. Please remain on the line for a brief survey…”
Waiting on hold is one of the most common customer pain points, as it has been for years. And due to short staffing across many industries, hold times seem to be on the rise. So why don’t companies give any thought to making the wait-on-hold experience more tolerable?… KEEP READING

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