Designing the on-hold experience

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On designing the on-hold experience:

In the first of two experiments, Munichor and Rafaeli found that callers who were given information about their place in line reported more positive experiences—and hung up less frequently—than those who were played background music. And as for recorded apologies? They can make the situation worse, said Rafaeli.

Every interaction your company has with a customer is an opportunity to leave a good impression. via David Hammer.