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This is a review of a recent CX Today video interview with Nuri Gocay, Director of Platform Architecture for Zendesk Contact Center, who argues that hold music is dead. We feel this is unfair, inaccurate, and dismissive, and in this blog article we prove it.
Tim Brown
Many contact centers work hard to reduce hold times. Yet they often overlook how call center hold music shapes customer experience. Meridian Chapters found that background music distracts callers from clock-watching. As a result, callers feel shorter wait times even when the actual hold time does not change.
Nick Byrne
The Wall Street Journal contacted Easy On Hold to help answer the question, "Why is Hold Music So Bad?" Read on to get more facts behind the quest for better hold music.
Easy On Hold, creator of streaming music on hold/queue music for contact centers has been named a Genesys Technology Partner. […]
A message from the president and CEO of Easy On Hold. Easy On Hold® is a Michigan company providing custom […]
Why did we go through so much trouble to reinvent messages on hold? Because our thousands of clients love the results they’re getting. Happier callers! Callers who are getting valuable information while waiting. If callers are being helped, they don’t hang up.
