It's no surprise that the topic on everyone’s minds over the past week has been the fate and future of modern business. After all, with so many people now being asked to work from home, the office environment as the world knows it is rapidly changing in real time—taking on a whole new meaning, and a whole new set of challenges.
Customers nowadays tend to be less and less patient when calling in to get answers to their questions or problems. This leads to higher abandon rates during peak hours or times where fewer agents are online. Offering alternatives to waiting on hold for the next available agent will not only improve customer satisfaction but also lead to better SLAs and a better customer interaction for the agent. Let's face it, who doesn't dread taking the call that's been waiting in a queue listening to the same music looping for 30 minutes.