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  • 10 Essential Contact Center KPIs to Monitor for Agent Productivity & a Positive Customer Experience

    by Jasmine McBride | Apr 13, 2021, 05:09 PM

    Managing a contact center can be a difficult task. Between managing queues, de-escalating customer situations, and supervising agents, it can be almost impossible to find the time to drive improvements and find efficiencies to optimize your contact center. Some of the most successful contact centers have figured out how to cut through mass amounts of data to identify what is most important. One way to easily increase efficiencies is to understand the KPIs and metrics that are essential to agent productivity and the customer experience.


  • The Evolution of a Contact Center’s Role in a Pandemic

    by Shaundalee Carvalho | Mar 29, 2021, 10:52 AM

    The past year has been a difficult and unprecedented time for many organizations. Governments and businesses have needed to adapt to the changing needs of their citizens and their customers, from emergency benefits programs and high inquiry volumes to COVID-19 testing and vaccine roll-out plans. Through all these changes, ComputerTalk has been there for our customers every step of the way.


  • 12 Resources to Help you Maximize your ice Contact Center Investment

    by Shaundalee Carvalho | Mar 23, 2021, 10:19 AM

    It has now been a year since the COVID-19 pandemic began and almost a year since ComputerTalk began our Lunch and Learn/Slice of ice webinar series. The series began with a single webinar devoted to supporting contact centers through the new changes arising from the pandemic and the transition to remote work. However, that one webinar quickly evolved into a monthly series covering a wide range of topics from how-to and support information to ways to enhance your ice Contact Center.


  • Slice of ice Recap: Connect with Customers on Any Channel

    by Shaundalee Carvalho | Mar 17, 2021, 10:32 AM

    On Wednesday, February 17th, ComputerTalk presented their latest Slice of ice webinar: Connect with Customers on Any Channel. In this session, account owner Vithusan Jegatheeswaran discussed contact center trends and challenges, the meaning of omnichannel, how ice can help your contact center unify the different modalities available, and some use cases to demonstrate an omnichannel ice Contact Center in action.


  • What are the Differences Between a Call Center and a Contact Center?

    by Danielle Wong | Mar 8, 2021, 05:50 PM

    The terms call center and contact center are commonly thrown around in the industry. But what are the actual differences between the two?


  • ComputerTalk Announces General Availability of ice 11

    by Shaundalee Carvalho | Feb 24, 2021, 04:10 PM

    It’s finally here! We at ComputerTalk are excited to announce the general availability of ice Contact Center 11, our latest version.


  • ComputerTalk’s ice Contact Center Becomes Microsoft Teams Connected Contact Center Certified

    by Danielle Wong | Feb 19, 2021, 06:38 PM

    ComputerTalk is pleased to announce our completion of the Microsoft Teams Connected Contact Center Certification Program, becoming one of the first partners to receive the certification. As a certified partner solution, ComputerTalk showcases our decades-long commitment to strengthen our products with Microsoft’s cutting-edge technology.

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