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Take Care When Using CLI/ANI!

Some companies using Calling Line Identification (abbreviated ANI in the US) have agents start the call by saying “Good evening Mr. …” What if it isn’t that person calling, but someone calling on their behalf? In which case the call can get off to a bad start. Best practice suggests you should not assume it’s the caller you think it is but to check who is calling!

Submit Tips

TIPS

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
 1

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
 2525 
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...
April 18, 2021 5:00 AM
 1
 1028 
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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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