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  • Contact Center Dashboards: The Ultimate Guide

    by Anastasia Micic | Published On May 7, 2024

    Here is your ultimate guide to the different types of dashboards available and how they fit with your contact center.

  • Slice of ice Recap: Navigating iceReporting

    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.

  • Elevate Your Customer Service Through Reporting

    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.

  • How ice Contact Center is Addressing Businesses’ Top 3 Customer Service Challenges - Part 1

    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.

  • The 12 ice Tips of Christmas

    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?

  • 8 Reasons You Should Integrate Your CRM With Your Contact Center

    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.

  • How can academic institutions leverage customer service as their competitive advantage?

    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.




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