Increase
customer satisfaction by offering personalized call treatment.-
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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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.
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!
Starting as a Software Developer co-op in 2022, I found a supportive environment at ComputerTalk that empowered me to grow.
This guide will break down the true cost drivers, highlight where smart contact center cost optimization pays off, and give teams a structure that aligns with customer needs.
