A live human conversation is a powerful thing. Despite all the innovation in the world of customer service, studies keep showing us that there is an enduring appeal to phone calls. That’s not to say we should be complacent about how we deliver that phone call experience. Call centers should strive to remove as much friction as possible from the process of connecting callers with agents. That’s where call-backs come in. The simple act of replacing hold time with a call-back could be the missing piece in boosting your call center’s performance.