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  • 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.


  • 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.


  • 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?


  • Using Omnichannel Communications to Accelerate Ticket Sales Through your Contact Center

    by Danielle Wong | Sep 13, 2019, 11:44 AM

    Follow Fan Fred below as he interacts with his favorite sports team, the iceville Beavers. See how the iceville Beavers enhanced Fan Fred’s experience throughout the season which lead to increased ticket sales.

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