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  • 5 Benefits of Adding Chat to Your Help Desk

    by Shaundalee Carvalho | May 4, 2021, 12:23 PM

    If you’ve ever contacted an organization for customer service, you know how beneficial it can be to have the option to use webchat instead of a voice call. However, the use of webchat can go beyond customer support. An organization’s internal help desk can benefit from the addition of webchat just as much as their customers can. Below you will find just some of the ways webchat can help.


  • 5 Reasons You Should Add Webchat to Your Contact Center Today!

    by Shaundalee Carvalho | Apr 28, 2021, 03:16 PM

    While voice has been the channel traditionally associated with call centers for years, many modern contact centers have now evolved to use webchat capabilities. The flexibility to choose between preferred contact methods is a considerable convenience to customers. But there’s much more to webchat than customer convenience! Adding webchat to your contact center can benefit your organization in more ways than one. Read on to see some of the benefits that webchat can provide:


  • 10 Essential Contact Center KPIs to Monitor for Agent Productivity & a Positive Customer Experience

    by Jasmine McBride | Apr 13, 2021, 05:09 PM

    Managing a contact center can be a difficult task. Between managing queues, de-escalating customer situations, and supervising agents, it can be almost impossible to find the time to drive improvements and find efficiencies to optimize your contact center. Some of the most successful contact centers have figured out how to cut through mass amounts of data to identify what is most important. One way to easily increase efficiencies is to understand the KPIs and metrics that are essential to agent productivity and the customer experience.


  • The Evolution of a Contact Center’s Role in a Pandemic

    by Shaundalee Carvalho | Mar 29, 2021, 10:52 AM

    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 testing and vaccine roll-out plans. Through all these changes, ComputerTalk has been there for our customers every step of the way.


  • 12 Resources to Help you Maximize your ice Contact Center Investment

    by Shaundalee Carvalho | Mar 23, 2021, 10:19 AM

    It has now been a year since the COVID-19 pandemic began and almost a year since ComputerTalk began our Lunch and Learn/Slice of ice webinar series. The series began with a single webinar devoted to supporting contact centers through the new changes arising from the pandemic and the transition to remote work. However, that one webinar quickly evolved into a monthly series covering a wide range of topics from how-to and support information to ways to enhance your ice Contact Center.


  • Slice of ice Recap: Connect with Customers on Any Channel

    by Shaundalee Carvalho | Mar 17, 2021, 10:32 AM

    On Wednesday, February 17th, ComputerTalk presented their latest Slice of ice webinar: Connect with Customers on Any Channel. In this session, account owner Vithusan Jegatheeswaran discussed contact center trends and challenges, the meaning of omnichannel, how ice can help your contact center unify the different modalities available, and some use cases to demonstrate an omnichannel ice Contact Center in action.


  • What are the Differences Between a Call Center and a Contact Center?

    by Danielle Wong | Mar 8, 2021, 05:50 PM

    The terms call center and contact center are commonly thrown around in the industry. But what are the actual differences between the two?

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