It’s not rocket science: When your support line is busier than usual (or just can’t handle regular call volume), call-backs provide a safety net for both agents and customers. They have also been proven to reduce cost-per-call, lower abandon rates and improve the customer experience. Yet many call centers still hesitate to deploy this helpful solution.
This could be in part due to system requirements, poor cost analysis, or rigid management. We get it; is the hype really worth the price? Well, here are a few questions you should ask yourself: Do you suffer from high abandon rates (10%+)? Do you have high agent attrition? Are your customer satisfaction levels low over the phone? Do you have regular agent absenteeism that disrupts call flow? If this sounds like you, it’s time to reconsider how you think about call-backs. Continue reading
Contact center operations and the technology that’s used to aid the experience has progressed tremendously over the years (See 
This is the third post in our series on the ROI of adding call-backs to your call center. Each post looks at one of the paths to cost reduction or revenue lift.
Rapid change brings uncertainty. If you’re in the communications technology space, chances are you’re being inundated with new options that are making the path to success a difficult one. That’s why the International Avaya Users Group (IAUG), the largest customer-led communications technology community in the world, is gathering thousands of market and thought leaders to make sense of it all. 
Last week, we had a terrific joint webinar with our friends at 
The holiday season brings both challenge and opportunity for retailers. With the increased shopping activity, the strain on customer service channels can start to hurt brand perception and customer loyalty. That much has been true for decades, but now the stakes are much higher because of social media. Platforms like Facebook and Twitter give angry customers a public platform to vent their frustrations. That amplifies the consequence of every negative customer experience.
Having been raised by British parents, my inner monologue has an English accent. So when I’m on hold for an extended period, I’m reminded to “keep a stiff upper lip” and, of course, to “keep calm and carry on”, a saying made famous during the Second World War. “Surely,” you’re thinking, “that’s a little dramatic”. You’re right of course, but when you’ve been stuck on hold for god-only-knows-how-long, it can sure feel like you’re fighting a losing battle. 
The use of text-based chat for customer service has exploded in recent years. According to a recent 
Every contact center has the potential to deliver a great customer experience. An organization’s ability to provide an experience that sets them apart in the market is the ultimate way to create a competitive advantage.
