What is Callback Coach?
Callback Coach maximizes caseworker effectiveness and eliminates client frustration by giving them
assured results without having to wait on hold. Callback Coach is a revolutionary new contact center
solution that opens new ways for clients and their caseworkers to work together to share ideas, resolve
problems or issues, and get the job done, all in the midst of a busy case-worker schedule.
How does Callback Coach work?
Callback Coach augments traditional voice mail and "pink slip" messaging by intelligently
processing calls when a caseworker or account representative is busy or unavailable. Rather
than blindly leaving a message and hoping for a callback, Callback Coach gives clients access
to information and powerful contact management options. Caseworkers benefit by the ability to
access and manage their callback queue.
Who needs Callback Coach?
Callback Coach is designed for public and private sector organizations where caseworkers, account
representatives, and others are required to manage a complex flow of two-way information with their
clients. These organizations foster a relationship with each client and, because of account assignments,
prior relationships, or special skills, not just anyone should talk to a client. Instead, the client
should speak with a particular individual who is familiar with his specific needs. Wygant’s
SmartAnswer, which provides queue announce and intelligent call routing is designed for traditional
contact center applications where the caller can be effectively served by any agent in a group.
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