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BLOGS

  • 5 IVR Script Examples for Healthcare

    by Nicole Robinson | Published On October 16, 2024

    The IVR (Interactive Voice Response) system is a crucial resource for healthcare contact centers. Not only does it help you enable rapid, convenient self-service experiences for patients, but it can establish the foundation for a positive relationship with your target audience.

  • ice Contact Center 14 is Here!

    by Shaundalee Carvalho | Published On October 11, 2024

    We’re pleased to announce the general availability of ice Contact Center 14! ice 14 includes a number of new features and functionalities that can enhance contact center operations and customer experiences.

  • Voice Biometrics in the Call Center: The Ultimate Guide

    by Nicole Robinson | Published On October 9, 2024

    Voice biometrics technologies are becoming increasingly valuable in the call center.

  • Voice of the Customer (VOC): Benefits and Best Practices for Contact Centers

    by Erina Suzuki | Published On October 3, 2024

    You already know that delivering consistently great experiences to your customers is crucial to success in any industry. But, as customer expectations continue to evolve, understanding what customers want and need from your contact center can be complex.

  • Victor Pawa: How mentorship and teamwork shaped my career at ComputerTalk

    by Victor Pawa | Published On September 25, 2024

    Ever since I started at ComputerTalk, my time here has been both rewarding and transformative. I've had the opportunity to grow professionally, collaborate with talented individuals, and contribute to meaningful projects that make a real impact.

  • The Top Trends in Healthcare Contact Centers to Watch in 2025

    by Erina Suzuki | Published On September 24, 2024

    Trends in healthcare contact centers are shifting. In the past, budget and resource restrictions left many companies struggling to deliver consistent, intuitive, and memorable experiences to patients. Now, evolving technology, compliance standards, and consumer expectations mean healthcare companies can no longer afford to overlook the importance of a well-designed contact center.

  • Slice of ice Recap – Introducing ice Contact Center 14

    by Shaundalee Carvalho | Published On September 20, 2024

    On Wednesday, September 11th, ComputerTalk hosted our latest Slice of ice webinar. In this webinar, our Training and Documentation Specialist, Christina Liu, covered the benefits and features in our latest release, ice 14.

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Top 10 Training Methods to Increase Agent Productivity and Customer Experience

Contact centers are the direct point of communication between you and your customers. They influence the perception of your organization and play a role in customer satisfaction with your product or service, directly influencing if customers are going to recommend...
15 Essential Contact Center KPIs to Monitor

KPIs provide specific and measurable insights into the performance of your contact center. Learn which essential contact center KPIs to track to boost productivity and enhance the customer experience.
The Evolution of a Contact Center’s Role in a Pandemic

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...