What is Your Favourite Hold Music? | Call & Contact Centre Expo 2024

Ahh hold music… It’s not most people’s favourite thing.

But it’s something we all experience and a useful tool for anyone in the contact centre space. In our latest video from the Call & Contact Centre Expo 2024 we asked attendees and exhibitors what their personal pick would be.

It makes for an interesting selection of tunes and sounds.

Rick Astley anyone? Or what if you heard ‘Hanging on the Telephone’ by Blondie. How ironic would that be?

An eclectic playlist

One thing’s for sure, the answers to this question made for an eclectic playlist.

We had some specific numbers from Rick Astley’s Never Gonna Give You Up, a popular feel good tune that many places will use to keep people in a good-ish mood on the other end of the line.

We also had a Radiohead song. A rogue choice perhaps but nonetheless a good choice, for Adam Rathbone from boost.ai, a big Radiohead fan. It worked for him. The question is whether it would work for everyone.

Then there was a funny choice in ‘Hanging on the Telephone’ by Blondie, which Simon Broadbent from NICE, said was slightly ironic.

The rest of the answers were made of the sorts of music they’d like to hear, or in the case of Frédéric Durand, nothing at all. We imagine he’s not alone in feeling this way.

Hold music playing a role in the customer experience

The question is whether or not hold music is effective. A recent survey by music licensing organisation PPL PRS, revealed some truths about consumers’ relationship with hold music. According to that, if there’s a big reason that people don’t like hold music, it’s not necessarily because they’re put on hold. Most people accept that’s a part of interacting with customer services.

However, 22.8% of people stated that one of the reasons that they don’t like traditional hold music is because the tracks are unrecognisable. 50.2% stated that if given the option, they would prefer to choose the genre. And unsurprisingly, “22% of the people surveyed said that hearing their preferred tunes would make them less anxious if an uncomfortable conversation was to be had.”

This suggests some customisation options, and autonomy would go a long way. There were a number of interesting startups at the event, who may be able to help with this.

What’s the Expo all about?

Next year’s Call & Contact Centre Expo is set to take place on 19th-20th November back at ExCeL London, and this is what you can expect. According to their website, it’s the ‘essential gathering for professionals in the customer experience and contact centre sectors’. Designed to address the rapidly evolving landscape of customer expectations and technological innovation, the expo promises to be a hub of learning, networking, and collaboration for industry leaders and practitioners alike.

As customer expectations continue to shift, businesses face growing pressure to adapt and innovate. The expo will highlight the latest technologies and strategies that are transforming customer engagement. From AI-driven solutions to cutting-edge communication platforms, attendees will gain valuable insights into tools and practices that ensure customer satisfaction in a competitive market.

A cornerstone of the event is its robust educational programme, featuring expert-led seminars, panel discussions, and live technology demonstrations. These sessions are tailored to equip professionals with knowledge of emerging trends and best practices shaping the future of customer experience. Attendees will leave with actionable takeaways to refine their approaches and stay ahead of the curve.

Networking opportunities abound at the Call & Contact Centre Expo. The dedicated VIP lounge and networking area provide attendees with spaces to connect, share insights, and forge meaningful relationships. Whether engaging with industry leaders or exchanging ideas with peers, the event fosters collaboration that can lead to innovative solutions and new business opportunities.

The expo also introduces a bespoke 1-1 meeting programme, enabling pre-arranged meetings between buyers and exhibitors. This tailored approach ensures that networking is both productive and targeted, allowing attendees to maximize their time and secure valuable business connections.

In addition to networking and learning opportunities, the event offers dynamic training workshops designed to enhance professional skills and business strategies. These hands-on sessions aim to deliver actionable insights that participants can implement directly into their organizations, driving tangible improvements in their operations and customer engagement efforts.

Be sure to catch more of our videos from the event, right here.