In an era where customer experience is of paramount importance, contact centers face immense pressure to deliver exceptional service while simultaneously balancing operational efficiency and cost. Modern customers exhibit higher expectations and are less patient than their predecessors, causing traditional methods of managing contact centers to struggle with ever-increasing customer demands and the growing need for seamless, omnichannel support.

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 your agents feel supported!

ComputerTalk is pleased to announce that we have been scored as a leader against Five9 in the InfoTech Research Group’s SoftwareReviews.

A 2022 Gartner publication identified some of the top customer service challenges that organizations expect to face. Learn how ice Contact Center can help organizations address these challenges.

Traditionally, manufacturers mainly focused on cost-effective production. However, in an era of rising global competition, manufacturers struggle to compete on price alone.

Technology’s importance in healthcare goes beyond the direct impact of medical advances.

Last month, we shared on our blog that ComputerTalk’s ice Contact Center achieved the highest level of customer satisfaction in Info-Tech research Group's SoftwareReviews. We outperformed competitors, like Genesys and Five9, both in capability and feature satisfaction, as well as in overall composite score. The question is, how are these results determined? Continue reading to find out!