by Shaundalee Carvalho | Published On February 16, 2024
On Wednesday, February 7, ComputerTalk hosted our latest Slice of ice webinar. During this session, one of our training and documentation specialists, Diane Vasquez provided an overview of iceReporting and discussed key iceReports, how to schedule reports, what’s new in the latest version of iceReporting, and some tips for using iceReporting.
by Shaundalee Carvalho | Published On September 15, 2023
Trying to make a good strategic decision without data-based insights to back it up is like trying to ride a bike without wheels: difficult and potentially disastrous. When it comes to customer service, one of the best ways to get the information you need to guide strategic decisions is through your contact center reports. Contact center reports can help you decide if and when to hire more staff, increase training efforts, and more.
by Shaundalee Carvalho | Published On January 31, 2023
A 2022 Gartner publication identified some of the top customer service challenges that organizations expect to face. Learn how ice Contact Center can help organizations address these challenges.
by Shaundalee Carvalho | Published On December 19, 2022
If you’re familiar with the song, The 12 Days of Christmas, you know that the singer’s true love gives them some pretty useless gifts. Sure, five gold rings may be nice, but every other gift seems loud, inconvenient to take care of, and/or impossible to find the space for. And really, how many birds does one person need?
by Shaundalee Carvalho | Published On April 1, 2022
Your contact center and your Customer Relationship Management (CRM) tool are a lot like peanut butter and jelly – both great on their own, but even better together.
by Erina Suzuki | Published On March 25, 2022
The importance of connecting with students in meaningful, effective ways cannot be overstated. If higher education providers want to succeed amongst their competitors, they need to prioritize a customer-centric strategy in their organization.
by Erina Suzuki | Published On March 4, 2022
It is Employee Appreciation Day in Canada and the US! Celebrate this special day by showing employees your appreciation. Keeping employees happy and motivated can be challenging for any employer, and contact centers are no exception. Continue reading to learn five effective ways to show appreciation to your agents today and beyond.