People everywhere detest long-hold times, being passed around from one person to the next, and yes- A.I. posing as a real person.
Long hold time stats from your phone system can point the finger at staffing issues but long hold times also diagnose inefficiency. Here at Tooty Inc., we listen to and evaluate thousands of customer conversations every year and have found that often times the calls stacking up in the queue are due to individuals being poorly trained on product and service information and being unsure of the protocols for resolving issues.
Passing
