Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Brand & Service

Do you have a leading brand? If you are regarded as one of the premier companies in the world, or have a leading product brand, then check that the service you provide to your existing and potential customers meets their expectations. For example, if you supply luxury cars, then your customers are more likely to expect better service than other companies with ‘average’ brands. But do your callers get the service they expect? On a recent survey completed by in most cases the answer is NO!

Submit Tips


There are a few things that you need to look at when you choose speech recognition or a vendor. First, you need to look at the experience of that vendor across a variety of industries. You also want to look for architecture that is built to scale and... Read More...
August 14, 2022
For speech recognition I would suggest to go with a vendor that has open standard face architecture, one that has open standards software and that has open standard hardware. Next, you want to go with a vendor that has an overall solutions orientatio... Read More...
August 13, 2022
The most important thing with speech technology is human factors; make sure that it is usable and easy to get to the data and make it possible to get to a person if someone can’t handle the request. - Terry Gold of Gold Systems
Read More...

August 12, 2022
With speech recognition often times organizations think about the infrastructure that they have, and maybe that is the wrong approach. They need to think about speech recognition from the end user experience. Determine how your customers want to inte... Read More...
August 11, 2022
If you are looking at a quality monitoring/recording system you should try to define which business issues you are trying to solve. You also want to look at a solution that records 100% of customer contacts. If you look at the typical call distributi... Read More...
August 10, 2022
With a distributed workforce, the best advice I could give is to make sure that you have all of the connectivity in place to make sure that you have the data and the voice connectivity at the level that you need it. The distributed workforce is then ... Read More...
August 9, 2022

Eric Klein | Cloudonix

Here, VoIP can help interconnect between locations and people. Reducing long distance or international cost.

December 31, 2019 3:51 AM EST
Many companies want voice over IP and invest in it, but a lot of these projects fail. I recommend that companies look at their business processes before they implement a solution for voice over IP to go after the E-service band wagon. Sit down and ir... Read More...
August 8, 2022

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
Companies wanting to leverage information from their data need to recognize that the key is information. Get a clean version of the data and leverage that to help managers make that decision. Agents should also have the right to understand how effect... Read More...
August 7, 2022
To automate the solution you need to have a process or a strategy in place; from that you can be more competitive in your environment. You need to identify what measures of the call center are tied to those business initiatives, things like customer ... Read More...
August 6, 2022
With the advances in technology over the years, many contact centers have employed automated attendant functions to answer and route calls. However, what we are finding is that if a caller ends up talking to say the customer accounts department, the ... Read More...
August 5, 2022
Rapid evolution of technology is really expanding the capability of the Contact Center, but is the customer information this provides being used to good effect in terms of service provided? Behavioural differences in different European markets or fr... Read More...
August 4, 2022
Make sure your agents check they are able to deal with a call before taking down too much information. For example, when we called a major ISP with a question regarding local internet access in the US, despite explaining the query the agent went into... Read More...
August 3, 2022
Being nice over the telephone is absolutely essential – it emphasizes your organisation’s caring nature. But, this will only contribute a small percent towards building customer loyalty. The most important thing is to enable your teams to deliver wha... Read More...
August 2, 2022
Make sure that the message delivered to the marketplace by sales & marketing activity, matches your Contact Center’s brief and you can actually deliver what it says you can! For example I responded to an advert with the line “call now for a test dri... Read More...
August 1, 2022
How often do you find yourself on the back foot with customers because they discovered a problem before you could call them? This often happens when there are several people involved in the communication chain and a link breaks down. To exceed custom... Read More...
July 31, 2022
Where does the internet contact strategy sit within your company? Where does all the e-mail traffic originate and terminate? Who is responsible for the ‘phone me’ buttons and the design of your web pages?

All of these need to be answered and cont... Read More...

July 30, 2022
Showing 1 - 16 of 1097 items
Submit Tips

About us - in 60 seconds!

Submit Event

Upcoming Events

Celebrate! Appreciate! Elevate! Read More...
Showing 1 - 1 of 2 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =