The Death of Hold Music Why Waiting on the Line Is Over - Zendesk

Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when support asks them to wait, it doesn’t feel normal. It feels like outdated plumbing. In this CX Today video, Rob Wilkinson sits down with Nuri Goj, Director of Platform Architecture for Zendesk Contact Center, to unpack what’s really happening inside the queue. From repeat contacts and KPI trade-offs to agent burnout and “AI theatre”, this is a ...