Originally published by LANtelligence. Read the full article on LANtelligence Customer Experience Technology blog.
Waiting on hold can be a customer’s worst nightmare. As customers, we’ve been there ourselves! Agents abruptly demand that we wait without a clear reason why, and when they return to us, it’s like they’ve never met us before. We’re left wondering why we can’t just have our issue resolved, so that we can move on with our lives.
The latest best-practices for knowledge management and increasingly aware artificial intelligence hold the promise of making time spent on hold a thing of the past. For now, particularly as the complexity of customer requests increases, a brief hold from time-to-time is a necessary evil. Hold is also an important refuge for new agents, who are just learning the complexities of their job.