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  • How to Meet KPIs and Boost Customer Satisfaction

    by Anastasia Micic | Nov 1, 2023, 08:17 AM

    Boost customer satisfaction with call center optimization strategies. Learn how to effectively measure and meet vital KPIs to excel in today's competitive market


  • Top Reasons You Need Skills-based Routing in Your Omnichannel Customer Service

    by Anastasia Micic | Oct 12, 2023, 10:17 AM

    Enhance your contact center performance with skills-based routing. Uncover the significance of directing your customers to the appropriate customer service representative.


  • Strengthen Your Contact Center With Canned Responses

    by Anastasia Micic | Aug 30, 2023, 04:50 PM

    With just one click, your agents can effortlessly respond to your customers, ensuring prompt issue resolution and enhancing customer satisfaction.


  • Troubleshooting Tips for ice (Part 2)

    by Erina Suzuki | Feb 17, 2022, 12:28 PM

    For this week's blog, Robert Luciani, Client Support Function Owner at ComputerTalk, will guide us through several troubleshooting tips for both users and supervisors. First, we will address common inquiries regarding iceBar. Inquiries include resetting iceBar and error messages users might experience. Next, we will discuss how to access Microsoft Teams logs. These logs can provide insight into what may be causing issues for end-users in the Teams client.


  • Contact centers: Protecting sensitive data with critical security controls

    by Erina Suzuki | Nov 26, 2021, 08:54 AM

    Contact centers continually generate user data through various media channels. Therefore, it is essential for cloud-based contact center providers to establish and maintain industry-standard security controls to support the handling and storage of sensitive information. Maintaining a secure contact center environment is crucial to minimize the risk of data breaches which may result in damaged reputation, hefty fines, and loss of clients' trust.


  • 8 Benefits of moving your contact center to the cloud

    by Nicole Robinson | Jul 9, 2021, 10:28 AM

    Are you considering moving to the cloud, but hesitating because of concerns about costs, security, or reliability?


  • Slice of ice Recap: Expanding your Contact Center with iceChat

    by Shaundalee Carvalho | Jun 29, 2021, 10:13 AM

    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.

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Slice of ice Recap: Navigating iceAdministrator Part 1

On Wednesday, September 16th, ComputerTalk presented the first of two Slice of ice (formerly Lunch and Learn) sessions devoted to navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar provided an overview of iceAdministrator, discussed managing your contact...
Contact centers: Protecting sensitive data with critical security controls

Contact centers continually generate user data through various media channels. Therefore, it is essential for cloud-based contact center providers to establish and maintain industry-standard security controls to support the handling and storage of sensitive information. Maintaining a secure contact center...