Increase
customer satisfaction by offering personalized call treatment.-
Contact Center Migration Checklist: On-Prem to Cloud
by Nicole Robinson | Published On April 30, 2026
Learn everything you need to know about migrating your contact center from on-premises to cloud.
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AI Implementation in Contact Centers: Balancing Speed, Safety, and Innovation
by Nicole Robinson | Published On April 23, 2026
When implementing AI, moving too fast can introduce risks, while being overly cautious can sacrifice speed. This blog helps you figure out how to strike the right balance in your organization.
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Why Average Handle Time Alone Can Be a Misleading Metric
by Nicole Robinson | Published On April 15, 2026
Explore why an over-emphasis on average handle time without consideration for other metrics can cause problems in a contact center - and what to do instead!
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How AI Contact Insights Improve Efficiency, CX, and Agent Performance
by Anastasia Micic | Published On April 7, 2026
AI contact insights give contact centers full visibility into every interaction, unlocking faster solutions, happier customers, and more efficient operations.
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When Not to Use AI in Your Contact Center: Avoiding Costly CX Mistakes
by Nicole Robinson | Published On March 25, 2026
Most contact centers don’t roll out AI because it sounds exciting. They do it because they need to be more efficient, more productive, or they need to fix an issue.
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Video Calling Customer Support Explained: When to Use It and When to Avoid It
by Gabriel De Guzman | Published On March 19, 2026
Video customer support reduces handle time and builds trust, but only in the right situations. Learn when to use it, when to skip it, and how to implement it in an omnichannel contact center.
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25 Years with ComputerTalk: Reflections on my Career
by Hui Liu | Published On March 18, 2026
Over 25 years, I've grown alongside ComputerTalk, embracing every new technology and challenge with my team.
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Explore the differences between Power BI and Microsoft Fabric for contact centers, including architecture, data pipelines, real-time analytics, governance, and advanced AI capabilities.
Customer support for lottery and gaming companies seems like it should be simple. Most interactions tend to fall into a standard set of categories, linked to account access, claims, ticket validation, or payments. However, even if the conversations seem simple,...
Most contact centers don’t roll out AI because it sounds exciting. They do it because they need to be more efficient, more productive, or they need to fix an issue.
