While brands have turned to tech like AI, chatbots, and other self-service tools to deflect calls from the contact center, the reality is 42% of consumers still prefer talking to a live agent to resolve their customer service issues.

So how do you meet consumer demand to talk on the phone with inconsistent staffing and unpredictable call volume? The answer is a callback solution. But not just any callback solution.

There are key components that are vital to a successful callback strategy. So this guide will cover:

1. How callback solves core contact center challenges
2. The key elements of a successful callback strategy
3. The perfect callback recipe
4. How callback fits into a connected total experience

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