Did you know that not all call-back solutions are created equally? If you’ve deployed virtual queuing in your contact center that has been bundled alongside a suite of other solutions, you’ve probably hit the rock bottom of call-back solutions. It’s true when they say you get what you pay for, and if an enterprise solution like call-backs comes free, it may actually hinder your customer experience rather than improve it. If you feel like your call-back solution isn’t really doing much to reduce caller abandonment, lower cost-per-call, boost agent morale or have your customers raving, you might want to dig into the root causes for this.
Let’s discuss 3 common instances that point to a failing call-back strategy: Continue reading