Long hold times can severely affect customer satisfaction and a business's bottom line, discouraging sales and fostering negativity towards the brand. While unavoidable at times, it's crucial for businesses to minimize these delays and manage them with care when they occur. The average person spends 43 days on hold in their lifetime, highlighting the prevalence and impact of the issue. Strategies to mitigate negative effects include improving agent training, adopting AI and unified communication tools, and enhancing self-service options. Prioritizing swift and effective customer service can transform hold times from a detriment to an opportunity for positive engagement, directly influencing customer loyalty and sales outcomes.

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