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  • What it really takes to build a chatbot

    by Gabriel De Guzman | Published On September 24, 2025

    Building a chatbot takes more than plugging in a tool. From clean data and structured knowledge bases to backend integrations and solid architecture, learn what it really takes to design a chatbot that delivers accurate, helpful results — and avoids frustrating your customers.


  • 10 AI Use Cases for Manufacturing and Supply Chain Contact Centers

    by Gabriel De Guzman | Published On September 16, 2025

    This blog explores how AI is transforming manufacturing and supply chain support, from intelligent virtual agents to predictive maintenance alerts, multilingual support, and more. Discover 10 practical AI use cases that reduce delays, improve communication, and keep operations running smoothly.


  • Real-Time Call Center Dashboards: Why They Matter

    by Gabriel De Guzman | Published On August 20, 2025

    If you’ve managed (or worked in) a call center, you’ve probably had days that felt chaotic. Maybe it’s a payment outage or a sudden rush after a promotion. You start the morning thinking you can handle everything. Two hours later, hold times are up and customers are getting irritated.


  • The Step-by-Step Guide to Agent Scorecards

    by Gabriel De Guzman | Published On July 23, 2025

    For something that plays such a massive role in how customer service teams operate, agent scorecards rarely get the spotlight they deserve.


  • 10 Easy Ways to Reduce Call Center Costs

    by Anastasia Micic | Published On July 17, 2025

    Struggling with high call center costs? Discover 10 proven strategies to reduce expenses without sacrificing customer service.


  • 23 Best Practices for Call Center Quality Assurance

    by Kent Mao | Published On July 5, 2024

    Follow these QA best practices to enhance your call center and improve customer satisfaction.


  • Slice of ice Recap: Navigating iceMonitor

    by Anastasia Micic | Published On June 28, 2024

    On Wednesday, June 19th, 2024, ComputerTalk showcased how to navigate iceMonitor in our Slice of ice session.

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Slice of ice Recap: Introducing ice Contact Center 13

On Wednesday, April 17, 2024, ComputerTalk presented our latest version of ice Contact Center, ice 13, in our Slice of ice session.
Troubleshooting Tips for ice (Part 2)

For this week's blog, Robert Luciani, Client Support Function Owner at ComputerTalk, will guide us through several troubleshooting tips for both users and supervisors. First, we will address common inquiries regarding iceBar. Inquiries include resetting iceBar and error messages users...
How to Integrate Your Call Center with Salesforce

You may be familiar with Salesforce as a CRM platform, but did you know that it can enhance your call center too?