Calling Line Identification

CLI, Calling Line Identification, Caller ID or Caller Line identification is when the telephone technology displays the number where the customer is calling from.

CLI is an important feature for more complex call routing as once the number has been identified, technology in the call centre can use that information to help manage the call.

This could be in the form of:

  • Putting information on the screen to assist the frontline agent (e.g. the customer details, last order etc)
  • Determining the importance of the caller to apply a different routing strategy

Also known as Automatic Number Identification overseas (ANI).

Unfortunately, Calling Line Identification has taken all the fun out of prank calls though.

So long the old classic ““Hi, is Mr. Walls there?”” looks like has had its day 🙁

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Virtual Coffee: Decision Making

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This workshop will focus on building your confidence in decision-making, introduce decision-making models, and what to do when you’ve made the ‘wrong’ decisions.

Will AI Kill the Contact Centre?

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During this webinar, we’ll be exploring whether or not Artificial Intelligence (AI) is going to completely kill off the contact centre.

Customer Experience and the COVID Crisis with Don Peppers

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Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
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- Why trust is even more vital than it ever has been, amid the COVID crisis.

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