Upcoming Webinar

Understanding Callback

Making Customers Happy While Meeting Service Levels


The Voice Channel continues to be the number one choice for customer service and support. In fact, according to a Microsoft study, 39% of Customers prefer talking with a Customer Service Agent over all other channels. So why do companies still place callers on extended holds, when they know it is a source of major frustration? In the times of Covid-19, Enterprise Call Centers have faced the dual burden of providing even more remote services to their customers while facing reduced staffing levels and BPOs that can’t staff at all. 

Your end customers choose phone support because it is convenient, simple and human. But, when Agents are not immediately available and wait time escalates, their experience can quickly turn negative. By leveraging a Callback solution in your Contact Center, you can improve customer experience, boost Customer Satisfaction (CSAT) & Service Level Attainment and reduce infrastructure expenses.

In this webinar we will discuss how Callback improves customer experience (CX), lifts CSAT & other Key Performance Indicators (KPIs), enhances CC & agent operations and optimizes systems & technology.

Event Details


Friday February 26th; 1:00-2:00 PM EST




  1. Introduction & Overview
  2. Key Features & Benefits of Callback
  3. Case Study: Regional Bank
  4. Demo Swampfox Callback: First In Line
  5. What to look for in Intelligent Callback for Avaya, Cisco and Other Contact Centers
  6. Q & A

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The Numbers Tell the Story

Customer Service is
the Key to Loyalty


95% of respondents cite customer service as important in their choice of and loyalty to a brand.


Customers Prefer
Phone Support


39% of Customers prefer talking with a Customer Service Agent over all other channels.


Customers Dislike
being placed on Hold


90% of your Customers Don’t Want to Wait on Hold (for more than 5 minutes)


in summary

One of the greatest opportunities we have to improve the customer experience (CX) is to find a better alternative to placing callers on hold when our agents are busy.


Our Callback Solution: First In Line

Our Intelligent Callback application, First In Line, is widely deployed in a variety of industries and support from medium to Enterprise call centers. With the power to immediately and dramatically improve call management and customer satisfaction, while reducing staffing costs and infrastructure expenses, your organization will thrive. First In Line is packed with advanced features, provides exceptional reporting, works seamlessly with your existing systems and provides turn-key solutions for both web and mobile devices.

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