As major enterprise organizations evolve to include self-service options and omnichannel access points to their customer support teams with a view to improving service, consumers still place a premium on having the ability to speak with a live agent. In many instances, demand for that channel often outstrips an organization’s ability to manage it effectively. That gap between demand and capacity leads us to the contact center queue, an often underestimated starting point in the customer experience journey.

This report outlines key findings around U.S. consumers’ attitudes toward contact center queues, exploring consumer opinions on broad issues such as the state of current on-hold environments, their priorities for improvement and the impact the on-hold experience can have on brand loyalty.

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