Sound Communication: The Holdcom Blog

The Myth of Zero Hold Time

If you ask people what they're playing for callers waiting on hold, you'll hear (at least) one of a few answers:

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Pareto's Principle for your Call Center

Among quality management leaders and executives there is a much talked about theory known as Pareto’s Princple, or the “80/20 Rule.” This theory, originally a socio-economic commentary on the distribution of wealth in early 20th century Italy, was adopted by business strategists in the 1940’s...

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