If you’ve ever dreaded listening to on-hold music as you wait for your customer service agent, you’re not alone. 

According to a study by the Qualtrics XM Institute, Singaporeans find themselves spending more time waiting on customer service teams, with almost half of the respondents leaving with unresolved problems. 

Bruce Temkin, Head of Qualtrics XM Institute shares his insights on the matter and explains why empathy could be the missing factor in the business equation.