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The Step-by-Step Guide to Agent Scorecards
by Gabriel De Guzman | Published On July 23, 2025For something that plays such a massive role in how customer service teams operate, agent scorecards rarely get the spotlight they deserve.
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10 Easy Ways to Reduce Call Center Costs
by Anastasia Micic | Published On July 17, 2025Struggling with high call center costs? Discover 10 proven strategies to reduce expenses without sacrificing customer service.
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23 Best Practices for Call Center Quality Assurance
by Kent Mao | Published On July 5, 2024
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Slice of ice Recap: Navigating iceMonitor
by Anastasia Micic | Published On June 28, 2024On Wednesday, June 19th, 2024, ComputerTalk showcased how to navigate iceMonitor in our Slice of ice session.
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How to Integrate Your Call Center with Salesforce
by Kent Mao | Published On May 16, 2024You may be familiar with Salesforce as a CRM platform, but did you know that it can enhance your call center too?
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Speech Analytics Tools for Call Centers: A Guide
by Kent Mao | Published On May 10, 2024The right data is essential for improving your call center operations. Speech analytics tools can help unlock the hidden data in every call.
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Slice of ice Recap: Introducing ice Contact Center 13
by Nicole Robinson | Published On April 25, 2024
How to Meet KPIs and Boost Customer Satisfaction
Boost customer satisfaction with call center optimization strategies. Learn how to effectively measure and meet vital KPIs to excel in today's competitive market

The Step-by-Step Guide to Agent Scorecards
For something that plays such a massive role in how customer service teams operate, agent scorecards rarely get the spotlight they deserve.

Call Centers vs. Contact Centers – What You Need to Know
Uncover the critical differences between call centers and contact centers, and choose the right model for enhanced customer service.
