On Wednesday, June 16th, ComputerTalk presented our latest Slice of ice webinar, Expanding your Contact Center with iceChat. During this session, our Training Specialist, Kathika Uthayakumar, discussed challenges faced by organizations and customers, how iceChat works, how it can help with these challenges, and options for expanding iceChat even further.

If you've ever reached out to a business and experienced long wait times as a customer, you know how annoying and frustrating it can be. As a contact center manager, that is not the experience you want your customers to have. What you might not know is how to prevent it. Fortunately, there are a number of tools you can take advantage of to improve efficiency and help keep those wait times down. Read on to learn about our 3 most popular features.

ComputerTalk is excited to announce that we will be sponsoring RISE for BC’s Kids, an annual television broadcast in support of BC Children’s Hospital Foundation (BCCHF).

Slice of ice Recap: Security and Standards – Mitigating Security Risks On Wednesday, May 19th, ComputerTalk presented their latest Slice of ice webinar, Security and Standards – Mitigating Security Risks. In this session, Jason Ellis of the Sales Operations team discussed risks and challenges, security protocols, and the power of ice.

It takes a certain kind of person to be able to thrive in a customer service position. Contact center agents need to have excellent communication skills, thick skin, a calm demeanor, and strong organizational skills to succeed. Even though an agent may have the personality and all the right skills to succeed, they may still experience low morale or burnout due to unattainable goals, an unreasonable workload, poor management, and upset customers, leading to turnover. There is a high cost associated with agent turnover, including time to interview, training, salaries, and more. Not to mention the negative effect on the customer experience due to inexperienced agents, which can add significant costs down the road.

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 you to others. It’s crucial to invest the proper attention and resources into your contact center to ensure agents are communicating with customers in a way that reflects your organization’s beliefs and values. After all, customer satisfaction, loyalty, and conversions are directly impacted by customer service.

On Wednesday, April 21st, ComputerTalk presented our April Slice of ice webinar: Navigating iceMonitor 11. In this session, Training and Documentation Specialist Kathika Uthayakumar provided an overview of iceMonitor 11, discussed the new grid view and iceMonitor settings, and provided some helpful tips.