Increase
customer satisfaction by offering personalized call treatment.-
The Contact Center Procurement Playbook: Smarter Buying for Better CX
by Nicole Robinson | Published On November 19, 2025
Buying or replacing a contact center platform is one of the toughest technology decisions a service team will ever face. The system touches every interaction - from the IVR menu a frustrated customer hears to the reporting dashboards managers use to plan staffing. When the platform fails, hold times rise, agents become overwhelmed and lose context, and customer loyalty slips away.
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From EX to CX: How Happy Employees Create Happier Customers
by Nicole Robinson | Published On November 12, 2025
In a contact center, when your staff members struggle, your customers feel the impact. Small issues, like a slow system for accessing customer data, confusing policies, or a manager that never offers feedback spill straight into the calls and chats teams have with customers.
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Slice of ice Recap: Enhancing Your Contact Center with Chat and Bots
by Gabriel De Guzman | Published On November 7, 2025
Uncover how chat and bot capabilities in ice Contact Center simplify workflows and create more efficient, personalized customer experiences.
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Smarter Support, Happier Patients: How AI in Healthcare Services Is Reinventing the Healthcare Call Center
by Nicole Robinson | Published On November 5, 2025
Learn how AI-powered contact centers in the healthcare industry can enhance patient experiences.
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Why Contact Center AI Could Fail – And What to Do About It
by Anastasia Micic | Published On October 28, 2025
AI promises to transform contact centers with smarter routing, faster responses, and better customer experiences - but success isn't guaranteed. This article explores why so many AI projects fail and how leaders can fix the issues before they derail results.
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“I Wanted a New Challenge” - How I Grew My Career at ComputerTalk
by Raymond Caille | Published On October 24, 2025
Over the years, I've build a rewarding career at ComputerTalk by embracing new challenges and evolving from technical roles to client-focused ones that push me to grow everyday.
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Return to Office: What It Means for Your Contact Center
by Nicole Robinson | Published On October 22, 2025.jpg?sfvrsn=5dd68d0_3 "Return to Office")
Across industries, organizations are pushing employees back to the office. Leaders cite collaboration, productivity, and company culture as key reasons for the shift.
IVR (Interactive Voice Response) systems are a common component of most contact centers. When these systems function effectively, they help to enhance customer experiences, enabling streamlined self-service, and ensuring callers reach the right agent or department.
On January 22nd, ComputerTalk hosted our latest Slice of ice webinar on iceSurvey, our built-in survey tool designed to capture valuable customer feedback. During this session, our Training & Documentation Specialist, Diane Vasquez, walked attendees through the features, setup, and...
Knowing how to choose the right contact center vendor is more important than ever in today’s world. It’s not just about staying ahead of technological changes anymore. It’s about adapting to your customer’s ever-evolving expectations and preferences.
