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.

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.

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.

On Wednesday October 21st, ComputerTalk presented Part 2 of a two-part webinar series on Navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar, talked about skills and prioritization of queues. The session built on Navigating iceAdministrator Part 1, which covered iceAdministrator basics.

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 center, and explained the ice training configuration.

On Wednesday, August 19th, ComputerTalk hosted the first official session in its newly renamed webinar series, Slice of ice (formerly Lunch & Learn). The topic was Troubleshooting ice.