11 September 2018

Come see us at Microsoft Ignite 2018 in Orlando

Written by Danielle Wong, Posted in Events

Date: September 24-28, 2018
Location: Orlando, Florida 

Get a firsthand look at ice Contact Center in-person! Meet with our team as we bring together our knowledgeable staff and chat about industry trends we’re seeing in the unified communication and contact center industries. 

ComputerTalk is proud to be a sponsor of this year’s Microsoft Ignite in Orlando, Florida. Join us September 24-28 as we celebrate and participate in one of the biggest events in tech. Ignite is where tech professionals get the latest insights and skills directly from tech leaders and practitioners, who are shaping the future of cloud, data, business intelligence, teamwork, and productivity.  

Our product, ice Contact Center is the world’s only native enterprise-class Skype for Business Contact Center. We help organizations deliver intelligent and personalized customer experiences across every communication channel. As a Microsoft Gold Certified Partner, we have been in the unified communications industry for over 30 years and are an expert in custom communications-enabled business process applications. We are also a member of the Microsoft Cloud Partner Alliance, Technology Adoption Program (TAP), and have two gold competencies in Communication and Application Development. 

As a Microsoft omnichannel contact center, ice Contact Center integrates with Skype for Business, Office 365, Dynamics 365, Teams, and other non-Microsoft services including Cisco, Mitel, Avaya, Salesforce, ServiceNow, and more. 

Meet us there!

Schedule a meeting with our team with our team (we’ll be at booth #940) to let us show you how we can help ignite your customer experiences.   

 

31 August 2018

Meet the ComputerTalk Team: Darren Lobo-Pires

Written by Danielle Wong, Posted in ComputerTalk

 

Name: Darren Lobo-Pires

Function: Quality Assurance

Education: BSc Mathematical Physics – The University of Waterloo


What did you do before working at ComputerTalk?

I just graduated from The University of Waterloo and then I was planning a trip to Australia, so I needed a job quickly. I worked as a bartender for a few months in Mississauga, saved up all my money, and then travelled to Australia for 3 weeks. I spent all my money, came back, and got my job here.

What do you do here?

I work in the Quality Assurance (QA) Department -- we test the product and find defects before they get sent out. When a fix/defect/new release is created we assess its impact. What was changed? Why was it changed? How does the changed component interact with other modules?

We then create test cases that ensure the product functions as per the design, but we also check for whether it meets customer requirements (A product that works perfectly well but doesn’t meet the customer’s needs is still as useless as a broken product). It can be very challenging considering the amount of interconnectivity between many of our products, but I enjoy the technical and creative thinking required in creating these test cases.

How long have you been working here?

5 years and 5 months.

What do you like about your role?

My role is challenging and it's learning-focused. We're always learning in a new environment to test in, so it's very technical. And I like tinkering and breaking stuff.

09 August 2018

4 Easy and Effective Ways to Build Customer Rapport for an Effortless Client Experience

Written by Danielle Wong, Posted in Contact Center, ComputerTalk

Regardless of your role within an organization, rapport building is a key skill to help you foster relationships with others, especially customers. Customers expect an experience that makes them feel relieved that their problems are solved in a friendly and approachable manner, putting their minds at ease.

When customers have good experiences with your organization, there is a higher percentage that they will remain loyal to your company, remaining customers for the long-term. Studies have shown that higher customer satisfaction rates are correlated with reducing churn and increasing sales. You want to provide positive outcomes regardless of if you can or cannot solve their problems and alleviate the situation and built trust in your relationship.

According to Call Center Helper, building rapport is "about creating a common bond of trust, particularly over the phone, learn[ing] to empathize with your customers, hav[ing] a genuine interest in their situation and make[ing] them feel valued." By facilitating exceptional communications, you can help provide outstanding customer experiences. 

Building rapport isn’t solely for contact center agents or customer service representatives. It can be applied and utilized by anyone in a customer-facing role, or even among co-workers and employees. Rapport building can be applied to different job functions including sales, support, partnerships, customer success, and account management.

Here are four easy and effortless ways how you can build rapport:

11 July 2018

Meet us at Microsoft Inspire 2018

Written by Danielle Wong, Posted in Events

Date: July 15-19, 2018
Location: Mandalay Bay Convention Center and T-Mobile Arena, Las Vegas, Nevada

With past attendance of almost 18,000, Microsoft Inspire is where partners, Microsoft personnel, and industry experts from around the globe come together for a week of networking and learning. Speakers include business and industry leaders from around the world – Microsoft executives, trailblazers in research and innovation, and tech visionaries. Sessions include: modern workplaces, data and AI, applications and infrastructure, business leadership, and more.


ComputerTalk is a Microsoft Gold Certified Partner. We deliver the world’s only enterprise-class, Skype for Business native cloud contact center. ice Contact Center for Skype for Business helps organizations deliver intelligent and personal customer experiences across every channel of communication including voice, email, chat, SMS, and social media.


Meet with us to see how you can play a part in our growing partner network, or how we can build on our existing relationship. Leverage this unique opportunity to work with a one-of-a-kind, best in class platform and team. Our extraordinary partner network provides contact center solutions to customers all over the world.

We would like to meet you there!
Schedule a meeting with Brandon Viamonte, our Vice President of Business Development and let us show you how we can add a valuable solution to your business application offering.

31 May 2018

Meet the ComputerTalk Team: Georgia Coward

Written by Martin Borowski, Posted in ComputerTalk

 

Name: Georgia Coward

Function: People Functions

Education: BA English - University of Western Ontario; HRM Post-Graduate Certificate - George Brown College; CHRP - Human Resources Professionals Association



What do you do here?

I am the People Function Lead, which means that I am customer service for all the employees. I do your traditional HR stuff, such as full-cycle recruiting (from campus recruiting to experienced hires), health and safety compliance, benefits and retirement administration, staff performance reviews and profiles, compensations and total rewards (market data, pay scales), planning social events, and a many other ad hoc projects.

What do you like about your role?

I like the variety. If I'm overwhelmed or can't do something right away, I can switch to something else. Being able to work between 5 or 6 different problems or projects works for me as I don't have the patience to work on one task at a time. As well, I like the autonomy. I don’t need to go to Blair [ComputerTalk's Chief of Staff] every 30 seconds to ask if my work is okay for approval because that would slow everything down. She trusts me and lets me run with things, but is always there for support. I talk to a lot of my other friends who work in HR and they are assigned to 4 or 5 tasks for the whole year. They must go to their manager with every draft to get approval, which I couldn't imagine for myself.

17 May 2018

How Gamification Supercharges Employee Performance in the Contact Center

Written by Danielle Wong, Posted in Contact Center, ComputerTalk, Unified Communications

First thing’s first: What is gamification?

According to Gartner, "gamification is the use of game mechanics to drive engagement in non-game business scenarios and to change behaviors in a target audience to achieve business outcomes." By applying activities and this game thinking methodology to the workplace, this can lead to greater contact center results, benefitting both employees and the organization itself. Through leaderboards, points, challenges, and incentives, gamification can help motivate and engage contact center users. For users to be successful in their role, employee motivation is a crucial component to deliver the best experience for their customers.

What is the value of implementing gamification in your contact center?

When implementing new strategies in organizations, the questions always asked are: Is it worth it and how will we measure success? To determine the return on investment, gamification involves tracking key performance indicators (KPIs) of contact center employees during their shifts. Some examples of KPIs that are measured include the average time contacts spend in queue, the average speed of answer, first contact resolution, total call duration, etc. These KPIs differ from organization to organization, but the metrics are utilized to motivate agents to improve performance by reaching goals and competing against each other.

How will this benefit the organization?

One of the benefits of implementing a gamification strategy in your contact center is improved employee performance. If agents perform well, then the company performs well. Consequently, this leads to organizational growth with their people, products, and service.