Increase
customer satisfaction by offering personalized call treatment.-
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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Slice of ice Recap: AI in the Contact Center Part 2
by Anastasia Micic | Published On March 13, 2026.png?sfvrsn=61bf380_1 "Slice of ice AI part 2 (blog)")
On Wednesday, March 4th, ComputerTalk hosted its latest Slice of ice webinar, diving into how AI is reshaping customer interactions and giving teams more context and clarity than ever before.
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Canadian Data Residency Requirements for Contact Centers: What CCaaS Buyers Need to Know
by Nicole Robinson | Published On March 11, 2026
Data residency sounds straightforward until someone asks where the data actually goes. “Canadian hosting” usually means storage, and that’s where confusion starts for Canadian contact center leaders.
Fraud hasn’t gone anywhere. It’s just getting smarter, harder to recognize, and much tougher to prevent, particularly in the contact center.
If you’ve ever sat in a room watching live contact center dashboards during a spike, you know the difference between operational calm and total chaos. The clock starts ticking the second a customer can’t get through, and loyalty evaporates faster...
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,...
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