Gonier in the Wall Street Journal
Dennis Gonier, CEO of TARP Worldwide, appeared in the June 11, 2008 edition of the Wall Street Journal to discuss wait times.
The article quotes:
“With wait times for customers in industries like financial services, travel and telecommunications now averaging 10 to 15 minutes, there is plenty of opportunity to serve up ads. And in a worsening economy, people call into customer-service lines more often, says Dennis Gonier of TARP Worldwide, a customer-service research firm.”
The article focuses on a trend toward replacing traditional “on hold” music with advertisements; a trend that many start-up businesses are capitalizing on. The piece goes on to discuss that, while the “on hold” audience may be attentive as they wait for someone to pick up, the in-call messages may raise consumer ire.
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