Tag Archive for: Callbacks

Customer waiting on a telephone call

Powerful Amazon Connect Call Back from Queue Configuration Strategies!

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The Amazon Connect Call Back from Queue Dilemma! Assume you have a call center that follows the sun from coast to coast!  You team starts in NY at 7AM EST and ends in California at 7PM PST.    You offer call back options to callers waiting…
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Amazon Connect Lets folks text a request for call back!

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Is Call Back from Queue really that smart an option? Would of the current strategies for managing a customer interaction while waiting in queue is to offer a call back when an agent becomes available.   This option is offered to the caller…
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Amazon Connect Deep Call Back Option! - a lesson in Contact Attributes

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The Call Back Dilemma ! It is now common place to hear an option while you are on hold in a call center that suggests "If you would like to arrange a call back when an agent is available, press 1 or continue to hold for the next available agent". …
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Amazon Connect Arrange a Call Back from Queue?

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Setting up options for Callers waiting in Queue for "the next available representative" often include offering a call back option. Generally, it is a best practice to not offer this option immediately but queue the caller for some time…
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Why your call center needs "TEXT" solutions!

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21st Century Call Centers still operate with 1980 business models! I have been working with inbound call center for some 40+ years and despite all the"omni" channel technology the inbound call center model has not changed very much.   Those…
Mobile messaging notification illustration

Call, Click or Text your Contact Center?

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Mobile devices are the most ubiquitous devices on the planet! Text messages are read almost instantly, never miss their target and are high impact, high content messages. Why continue to increase the number of incoming telephone lines to your…
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The ROI of a "Call Back" option!

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In his newly released ebook, Fonolo founder, Shai Berger, defines Abandoned Calls Rate as the Number of Abandoned Calls / Total Calls.  Abandoned calls represent not only a lost revenue opportunity, but they cost you hard dollars. Shai does…
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Top 5 Trends Transforming your Contact Center!

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The Contact Center is being transformed at a rate of change that is beyond the ability of current management strategies to identify and react.   Most contact centers are still using 1990 thinking in a 2020 world!  The adoption rate of Smartphones,…
Callback script comparison preview

Compare ShoreTel ECC and CISCO UCCX call back from queue scripts!

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It is almost expected that a modern call or contact center be able to offer a "call back from Queue" option to your callers.  In fact some call centers are now offering a Call Back with no phone call required from your caller at all!  The…
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New ShoreTel ECC and CISCO UCCX feature - Text Messaging?

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We continue to focus on call center strategies that optimize the caller experience by reducing or eliminating wait time. Now clearly, you have to be in a business that actually cares about customers, we don’t expect the IRS will be implementing…
Text messaging keyboard

ShoreTel Abandoned Call Handling

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Every call center has peaks and valleys.  Normall businesses operate with very predictable calling patterns.  Traffic over the normal business day, starts out slow and peaks between 10AM  and 2 PM in the afternoon, then trickles down.  The…

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