Title: Callback Capabilities on Genesys Cloud
Agenda: Discover the different Callback capabilities offered by Genesys Cloud as part of our Genesys Customer Experience Platform.
- Use cases and benefits
- Solution Overview
- Deployment Considerations
Brief Summary: Learn how to offer customers an option for a callback when expected wait times are longer than usual - reducing customer hold time and frustration thereby leading to a better customer experience. Discover the various Callback capabilities offered by Genesys Cloud.
OnDemand On24 link: https://event.on24.com/wcc/r/4612609/B4E0B917EC6E0FA85F20E584B726EAAB
Resources:
Click this link for a brief demonstration of how to set up a Callback for customers waiting in queue: https://vimeo.com/969267636/46f032e091?share=copy
Be sure to check out these resources to support your success enabling Callback capabilities:
Key takeaways from Callback Capabilities Workshop:
- Callbacks help promote customer satisfaction through alleviating the need for long customer wait times on the line.
- Allows for better workforce management by allowing callbacks to also be scheduled and provide adequate time for agents to handle issues.
- Callbacks help address service level issues, particularly abandon rates by keeping the customer's place in the queue and connecting it once an agent is available.
#QualityManagement#Telephony------------------------------
Antwuan Rencher
Genesys - Employees
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