It’s no secret that customers dislike waiting on hold. But hiring more agents in order to reduce wait times is rarely a cost-effective solution, and having enough agents to handle peak volumes means that staff sits idle when call volumes are low.
This is why an increasing number of contact centers are implementing a call-back solution. Replacing hold-time with a call-back can be an extremely effective way to solve the major problems that negatively impact your call center (e.g. high abandon rates, spikes in call volume, high cost-per-call, low customer satisfaction).
How can your contact center successfully deploy a call-back solution?
In this one hour webinar you’ll learn from Shai Berger, CEO at Fonolo, as he discusses the top 5 best practices to follow when implementing a call-back solution.
Join us on April 9th at 2:00 PM ET / 11:00 AM PT for an opportunity to get all your questions answered!
We’ll talk about:
- Acknowledging the problem
- Infrastructure considerations
- When – and how often – to make the call-back offer
- Understanding your numbers & metrics
- Agent preparation
Who should attend:
- VPs & Directors of Customer Service
- VPs & Directors of Contact Centers
- VPs & Directors of Web/Social Media
Shai Berger, CEO, Fonolo
Shai’s experience and accomplishments within the customer service and contact center industries have positioned him as a thought leader and innovator in the space.