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"Hold time" describes how long a customer waits on the phone, traditionally while listening to bossa nova or smooth jazz.Join this ongoing conversation covering the latest tactics and trends around AI, automation, brand interactions, self-service and other ways to improve customer experience (CX). Don't worry, they get into a lot more detail than just "lower hold time."David Araiza and Brian Bremer help companies of all sizes find ways to make experiences better for their customers. They work with banks, retailers, airlines, hotels, hospitals, pharmacies, insurers, cable companies, interne