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  • 5 Benefits of Adding Chat to Your Help Desk

    by Shaundalee Carvalho | Published On May 10, 2021

    If you’ve ever contacted an organization for customer service, you know how beneficial it can be to have the option to use webchat instead of a voice call.


  • 5 Reasons You Should Add Webchat to Your Contact Center Today!

    by Shaundalee Carvalho | Published On April 28, 2021

    While voice has been the channel traditionally associated with call centers for years, many modern contact centers have now evolved to use webchat capabilities. The flexibility to choose between preferred contact methods is a considerable convenience to customers. But there’s much more to webchat than customer convenience! Adding webchat to your contact center can benefit your organization in more ways than one. Read on to see some of the benefits that webchat can provide:


  • 15 Essential Contact Center KPIs to Monitor

    Published On April 13, 2021

    KPIs provide specific and measurable feedback on the performance of your contact center. Learn which KPIs to track to boost productivity and enhance the customer experience.


  • The Evolution of a Contact Center’s Role in a Pandemic

    by Shaundalee Carvalho | Published On March 29, 2021

    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.


  • 12 Resources to Help you Maximize your ice Contact Center Investment

    by Shaundalee Carvalho | Published On March 23, 2021

    It has now been a year since the COVID-19 pandemic began and almost a year since ComputerTalk began our Lunch and Learn/Slice of ice webinar series. The series began with a single webinar devoted to supporting contact centers through the new changes arising from the pandemic and the transition to remote work. However, that one webinar quickly evolved into a monthly series covering a wide range of topics from how-to and support information to ways to enhance your ice Contact Center.


  • Slice of ice Recap: Connect with Customers on Any Channel

    by Shaundalee Carvalho | Published On March 17, 2021

    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?

    Published On March 8, 2021

    The terms call center and contact center are commonly thrown around in the industry. But what are the actual differences between the two?

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