Yeah, thats the most frustrating thing - not having someone call you back when they said they will, especially if they're calling to your home phone and not a cell.

3 things I always did when I was still on the phones ...

1. "Ok, I need to get you that information, it should take me about X long. What would be a good time for me to call you back"

2. Write down the customer name, ticket number, phone number, and TIME to call back on a Sticky Note, and attach to computer monitor.

3. Call back WHEN I said I would, even if I dont have a resolution to the problem - "I'm very sorry personX, but I haven't been able to get you that information yet, but I am still working on your problem. Could I call you back at the same time tomorrow?" *create NEW sticky note, and update the Ticket information*

I really wish other customer service / tech support people would do the same.