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.
Motivation is the key to accelerating whatever it is you’re looking to improve or optimize. But, motivation doesn’t necessarily come naturally to most people. Whether it’s a personal or professional goal, like trying to lose weight, organize your garage, or exceed sales targets, motivation is a tough nut to crack. 
Whether it’s a bad date, a bland meal, or a mean comment on social media, negative experiences tend to stand out in people’s minds; nearly to the point of entirely clouding out any of the good. This phenomenon is especially exacerbated when it comes to a negative experience with customer service. 
They say the key to any healthy human relationship is effective communication. This principle also applies to the relationship between a customer and a customer service or sales representative. 
In a society becoming increasingly obsessed with text messages, DMs, and emojis, it turns out that authentic, real-time human interaction through phone calls is still the preferred way to deliver optimal customer service. Here are some key reasons why it’s critical to maintain an effective real-time call center strategy to ensure lasting customer satisfaction, retention, loyalty.
The call center experience is under great scrutiny from today’s consumers. There are many ways to fall short of their expectations. One surefire way of doing so is to put callers on hold. Tolerance for long wait times has been getting lower and lower. If the wait is longer than a few minutes, callers will complain to your agents (leading to longer handle times) and they will vent on social media (see 
A poor customer experience is something no company can afford to take lightly. Especially since ![[Webinar] How to Lower Abandon Rates and Improve the CX with One Solution](https://fonolo.com/wp-content/uploads/2017/09/How-to-Lower-Abandon-Rates-and-Improve-the-CX-with-One-Solution-300x200.jpg "[Webinar] How to Lower Abandon Rates and Improve the CX with One Solution")
Consumers today are more demanding than ever, especially when it comes to the call center experience. If you leave callers on hold, they will complain to your agents (leading to longer handle times) and they will vent on social media.
In case you’ve been living on an island in Tahiti, with no communication to the outside world, you may not know how important mobile apps have become. In that case, let’s recap. Mobile apps are software applications designed to run on 
