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Featured Publication: The Phone On Hold Dilemma

How to Build Brand Loyalty During Customer Wait Times

A ringing phone has long been a sign of success for any business. Today, however, we live in an omni-channel world with customer engagement scattered across multiple touchpoints. In this report we argue that voice contact (what was known as the inbound call) is a critical component of customer engagement. The major drawback in this channel is wait time, or as we call it, “hold time.” For many organizations, addressing phone hold time is not part of an overall brand and customer service strategy. Voice contact with your customer base is an opportunity to build brand loyalty, even when that customer is waiting to speak to an available representative.

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