JAA'S Analyst Blog - Current Posts

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We all know what being put on-hold feels like, and it’s never good. While it may be a necessary evil for customer “service”, there’s also an opportunity for contact centers and brands to use that time in a more constructive, engaging fashion. Annoying music can certainly make the experience even worse, but imagine providing content that customers would actually want to hear while on-hold.

When it comes to personalizing customer experience, this is just one more form of interaction that is fully in the control of the contact center. If you’re amenable to thinking more broadly about what on-hold can look and sound like, I think you’ll find my latest white paper of interest.

The paper was sponsored by Aizan Inc., an innovative company solving some pretty daunting problems in the communications space, especially around telephony and messaging. Usually, my white papers are gated, where registration is required, but this one is public, so it’s available for all. Here’s the link, and I’d love to hear your thoughts - as would the folks at Aizan.