To discover the anatomy of hold music we manually called over 70 customer service lines across the UK. This covered the following industries:Retail/eCommerceUtilitiesGovernment departmentsBankingEntertainmentFood & DrinkInternet ProvidersMobile Phone NetworksFrom the hold music, we logged the song title and artist using the app Shazam, and whether the song contained any lyrics. Further research was then carried [...]

Analytics 365 are pleased to launch their very first Call Center Engagement Report 2025. This report assesses the level of employee engagement within the call center industry by looking at the current state of play, identifying concerns and exploring how staff engagement can be improved. To do this, we surveyed 500 call center workers [...]