A method, system, and program for promoting use of experts to callers
waiting within a hold queue are provided. First, use of experts by
callers waiting in a hold queue is promoted by offering callers an
incentive to speak to an expert while waiting to speak with an official
representative. The caller continues to progress in the hold queue while
speaking with an expert. In addition, the caller may receive an
additional adjustment in the hold queue, a financial incentive, and a
rewards points incentive, for interacting with an expert while holding.
Second, use of experts by callers waiting in a hold queue is promoted by
authenticating the identity of third party experts, in order to verify
that an expert has the skills needed to help a caller and to provide the
caller with the identity of the expert for accountability.