Blog category - Callbacks

18 months ago, customer service organizations experienced their greatest crisis ever. They had to send agents back home while getting overwhelmed with a surge of calls and inquiries. The industry stepped up, implementing the infrastructure required to support work from home (WFH) and deploying automation. Along the way, customer service agents saw their profile raised, now recognized as essential workers.  Fast forward to today. Despite the changes implemented and investments made, contact

Callbacks are not new to contact centers. Patents can be traced back to the 1990s. While the positive impact on the customer experience (CX) is acknowledged, adoption remained limited, mostly helping with call spikes.   Things have changed dramatically in the last 12 months. Sustained capacity issues and new use cases are driving a renewed interest in the solution. In particular, callbacks turned

Today I want to share the journey of a contact center from inbound to outbound. This may sound self-serving coming from Acqueon, but the goal is to show the art of the possible by discussing what drove this transition and the benefits this nameless customer was able to get.  The project was provoked by a massive influx of calls due to

You probably already know about callbacks, as they were on the frontline during the early days of the pandemic, helping to reduce traffic spikes. Callbacks can iron out call surges by shifting calls and scheduling customers to be called back as-soon-as an agent becomes available, or later at a more convenient time. Callbacks not only flatten spikes, but they also can reduce telecom costs by flipping toll-free calls to less expensive outbound