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5 Ways to Spread Love to Your Contact Center Agents This Valentine’s Day
by Shaundalee Carvalho | Published On February 14, 2024Happy Valentine’s Day! On this day of love, we often think about ways we can show love and appreciation to the important people in our lives. But while it may not be your first thought, today is also a great opportunity to think about how we can show love on a larger scale.
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AI Chatbots in Customer Service: A Guide
by Kent Mao | Published On February 14, 2024AI chatbots have become a major part of our daily lives. Learn more about these modern, AI-powered virtual agents.
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Omnichannel vs. Multichannel Contact Center: What's the Difference?
by Kent Mao | Published On February 7, 2024Both multichannel and omnichannel contact centers offer a variety of ways to communicate with customers.
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20 Years at ComputerTalk: Chris' Journey From R&D Engineer to Tech Lead
by Chris Bardon | Published On February 5, 2024It’s been 20 years since I started with ComputerTalk, so it’s an interesting time to reflect on how I got here, what I’ve done, and what made me stay.
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8 Ways to Increase Revenue Through Your Contact Center
by Kent Mao | Published On February 2, 2024
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Asynchronous Communication In Call Centers: Everything You Need To Know
by Erina Suzuki | Published On January 31, 2024Businesses these days need to understand that modern consumers' communication preferences have undergone a significant transformation. Consequently, this shift has brought asynchronous communication to the forefront, changing how today’s contact centers operate and interact with customers.
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Call Center Monitoring: Tools, Features and Best Practices
by Kent Mao | Published On January 30, 2024
How to achieve 99.99% uptime for your contact center with icePhone
What is uptime and why is it so important? In short, the higher your uptime the more reliable you are as a contact center. Migrating to the cloud and/or integrating icePhone within your contact center can lead to a 99.99%...
Staff Spotlight: Laura Simmonds
My journey to ComputerTalk started at Wilfrid Laurier University; I was in my 4th year of a Communications Studies degree and was still figuring out what I wanted to do after graduating. I decided to go to the Waterloo Career...
7 Steps Supervisors Must Take To Manage Agents Working In A Hybrid Environment
Since the pandemic many organizations have opted to implement a hybrid work environment where employees have the flexibility to choose when they work in the office. Here are some tips to ensure your contact center is operating efficiently and that...