RingCentral's guide on hold times explores the impact of extended waits on customer satisfaction and business outcomes. Long hold times often result in higher call abandonment rates, decreased likelihood of purchase, and increased brand negativity. To counteract these effects, strategies include offering clear paths to the right agent, enhancing self-service options, and implementing alternative digital channels to handle routine requests. Unified communication and AI-driven tools can help streamline responses, improve agent efficiency, and ultimately reduce wait times, supporting a positive customer experience.

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