My company develops call-back solutions, so I’m biased towards the positive customer experience they can help companies deliver. But I’ll say it – not everybody trusts companies when they offer a call-back. (This was most recently discussed on LinkedIn’s Contact Center Technology Experts group.)

In essence, call-backs seem like a great idea: Don’t want to wait on hold? We’ll call you back. But in practice, the experience hasn’t always been so smooth. Let’s talk about why people don’t trust call-backs. Continue reading →