Tag: hold-time

Dangling calls, Queues are stalled. What's taking you so long? I just want to know why...

We've all seen the stories: Customers left on hold for hours, sometimes unable to get through...

Can we all agree that being stuck on hold with a company is one of the...

Containment rate is a well-established performance metric in the customer service world, but not as well-known...

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It’s no secret to the savvy traveller that most leading airlines will limit the number of...

So, you’re working on auto-pilot eh? (Yes, I’m Canadian.) I get it; we all tend to...

When callers are waiting on hold they’ll typically hear a range of messages from the contact...

This week we present a new installment in our “Pitfalls” series which looks at common mistakes...