Half-baked idea of the day: mammoth call centers should let people in the hold queue talk with each other. So say you have a > ten minute wait, the system randomly pairs you with someone else who's waiting on hold. You could talk about the weather, your respective locations, or just complain about the company you're contacting. When the system is ready a gentle voice could break in and say, "A representive is ready, would you like to speak with them now or continue holding?" Seems like it would be more entertaining than hold music.