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Customer service in 2025 shouldn’t feel like a horror movie. But let’s be real; too often, it does.
- On hold forever.
- No answers via chat.
- Zero solutions over SMS.

And when you finally get through? The agent suggests crying… or that your house might be haunted.

This isn’t a bad sitcom, it’s real life. And it’s unacceptable.

Customers today expect seamless, instant, and intelligent support.

Yet, too many businesses still rely on outdated, frustrating systems.

In this episode of Don’t Panek: Contact Center Chronicles, we highlight what NOT to do, and what should have been done instead:
1. Smarter tech to guide agents in real time.
2. Self-service options to cut down wait times.
3. True omnichannel experiences, not disconnected chaos.
4. Training that turns frustration into trust and loyalty.

Because no customer should be left in hold music purgatory.

What’s the longest you’ve ever waited for support? And was it worth it?

Drop your worst customer service stories in the comments below!

Let’s chat: https://www.linkedin.com/in/emilypanek/