Summary
The callback is great for improving your customer experience. This chapter covered how to implement this feature in your call center using the sample as a baseline. This base information on callbacks will allow you to customize your call center experience based on your stakeholders' needs.
The use of callbacks is great for your call center during business hours and can also be used for after hours. Instead of just telling your callers to call back during business hours, you can give them an option to receive a callback instead. When agents arrive for the day and log into Connect, the previous night's calls will be flushed out of the queue first. There are some cases where voicemail might make more sense.
In the next chapter, we will cover how to implement voicemail in your Connect instance.
