Be proactive to your customers to reduce frustration and increase efficiency. Customers are continuously frustrated by waiting in queue to speak to an agent. Differentiate your contact center from your business competitors by offering a Callback. Revolutionizing your queuing principles by giving callers a choice – offering them the option of an automated call back to eliminate the tedious task of waiting in queue. Also, think of being proactive on the web. Your customer is wavering over a potential purchase and can be offered a call back or web-chat to assist with that final purchasing decision, dramatically improving closure rates.