Dead air is a term used in broadcasting and contact centers to refer to a period of silence during which no audio or video program material is transmitted. Dead air can occur in radio broadcasting when program material comes to an unexpected halt, either through operator error or technical malfunction. It can also occur during customer interactions in contact centers when neither the customer nor the agent is interacting. Dead air is considered one of the worst things that can occur among professional broadcasters, and it can impact advertising revenue if it affects the airplay of paid commercials. Dead air can be harmful because it increases the anxiety that customers already face in service environments, and it has a negative impact on customer satisfaction. The leading causes of dead air are often difficult and unforeseen questions by the customers, product or service knowledge gap, an agents lack of preparedness, and slow search software among others.