“Thank you for calling, can I put you on hold?” No matter who you call, at some point you’ve heard the line above, assuming a human even answers the phone in the first place. As a business that depends on telephone-based support, placing a customer on hold comes with certain risks. Some of your customers will wait indefinitely and some will hang up immediately, but the vast majority of your callers will fall somewhere in between those two extremes. For those callers who will wait, what’s the best way to keep them engaged? Well, we know it’s not muzak. The
