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David Cooke
Head of Sales, Ireland
Kala Byrum
Team Lead II
Jaya Saputra
Partner Governance & Compliance Senior Lead
Наталия Золкина
Project manager, EVAngelist

Pre-Call Activity

Ensure your agents are aware of what instructions are being given to callers before the caller gets though to the agent and that your systems support such activity. For example, when we called a Telecoms operator we were asked to input our account details. When we got through to the agent guess what he asked for first?! – Our account details! When I asked him if he already had our details in front of him (I guessed they were using CTI to pop up my details) he said he did not and that he was not aware of what callers are asked before they get through. Lessons here – communicate with agents and make sure you use systems that don’t result in customers duplicating activity!

Submit Tips


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...
April 20, 2021 5:00 AM

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...
April 19, 2021 5:00 AM

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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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...

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