Okay, cool video last time about what abandonment rate and queue times can tell you, right? If you missed that one (or just miss Peter's baritone), you can always watch it here.

We’ve all been there… For me, it looks like this: I’m sitting with my phone to my ear, ready to talk about my reason for calling, eagerly waiting for someone to answer. On the 3rd minute of being on hold, I start thinking about all the things I’d rather be doing like sleeping or binging [...]