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Technologies Contact Center Agents will Thank Management For

by Kyle Henderson Working in a contact center isn’t an easy gig. Day after day, call after call, agents may speak with callers who are irritated, distressed, uninformed, and often volatile because they would rather be doing anything besides calling

Five Mistakes You May be Making with Your Callback Strategy

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by Maria Simonton 1. You Don’t Have One No, seriously. The lack of a solid strategy is what’s most often missing when it comes to a callback implementation. The mistake here is viewing callback as a fix-all instead of as

Callback: A Win/Win for You and Your Callers

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by Interactive Northwest, Inc. Your Call is Very Important to Us [frame align=”right” width=”300″ height=”226″ src=”https://www.interactivenw.com/wp-content/uploads/2014/11/HangingGears-300×226.jpg”]Wait, is this 1990? Let’s face it; none of us likes to wait on hold. In this technological age, customers demand efficiency from the organizations

Getting the Most out of your Contact Center Part 1

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by Glen Taylor Let’s Face It, We Love Automation! Think about it: how many of us choose to go to the bank to withdraw money when we can access an ATM? Would you wait in line for an airline ticketing

Top 6 Considerations When Choosing a Callback Solution

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by Interactive Northwest, Inc. Effective contact center automation is focused on designing a customer experience that is efficient, concise and as pleasant as possible; however, peaks in call volume that lead to prolonged hold times pose a threat to customer

When Customers Want Callback…

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by: Glen Taylor If you work with a contact center, it is inevitable. A call spike will occur and callers will find themselves waiting in queue, sometimes for a prolonged period of time. When this happens and particularly when this

Why INI SureConnect™ for Callback?

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by: Gary Van Gordon SureConnect™, INI’s exclusive product for use in contact centers, has several key differentiators that make it an ideal answer to callback needs. SureConnect has the following attributes: It has been developed in close association with the