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Do you operate a contact center where customers need to be given clear instructions? Do your agents need to read out a particular statement to adhere with legal or industry guidelines? If you can answer yes to the above, do you check adherence to this? Recently I placed an order for a mobile phone and was offered a Sunday delivery – I said thanks, but Monday at my office would be better. After several calls to the mobile company late on Monday I was told it would be here on Tuesday. Tuesday came and at 12.30pm I went out for 5 minutes to grab a sandwich. Whilst I was out, the courier arrived but refused to leave the mobile phone at the office because they needed to see some ID of mine. The courier wouldn’t wait and left. I then called the mobile phone company who advised me it would now be delivered on Wednesday as I should have shown, or left some ID for courier. I asked why I was never told this to which I received a rather limp excuse – the agent must have forgotten to tell me! I am still waiting and am now a frustrated customer after they raised expectations by offering me a Sunday delivery!
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 | Eric Klein | Cloudonix There seems to be a misconception here about what VoIP is and what it is not. VoIP is a replacement for your existing telecom provider, it can enable all the same functions of your existing system at a lower cost. If the existing processes are bad then no communication provider can fix it. December 31, 2019 3:48 AM EST |
| Eric Klein | Cloudonix But in general, VoIP and web calling (not call back) can be a significant cost savings for a call or contact center. December 31, 2019 3:49 AM EST |
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