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ComputerTalk Blog

Contact Center Dashboards: Top KPIs and Best Practices (2026 Guide)

This guide breaks down the main types of contact center dashboards, the metrics that matter most, and the best practices for rolling them out so you can choose the right setup for your team.

Microsoft Teams Contact Center: How to Extend Your Setup for More Flexibility and Reliability

Using Microsoft Teams for your contact center or considering it? Learn how to optimize your setup and how adding flexibility with solutions like icePhone can improve control and reliability.

Microsoft Teams

One Opportunity with Endless Possibilities

Discover how one ComputerTalk employee turned a Help Desk opportunity into a growing career journey, supported by a culture of connection, mentorship, and internal mobility.

Company News and Culture

Slice of ice Recap: Go Beyond the Basics of iceReporting

Our latest Slice of ice webinar covered lesser-known contact center reports that can help you better understand performance, uncover hidden trends, and make more informed decisions.

Call Center Monitoring: Tools, Features and Best Practices

Call center monitoring plays a critical role in improving customer experience, agent performance, and operational efficiency. By combining the right tools and best practices, organizations can turn call data into actionable insights.

ComputerTalk’s ice Contact Center Version 15.2 – Coming Soon!

ComputerTalk Version 15.2 delivers AI-powered self-service, stronger security and privacy controls, and expanded omnichannel tools like video and screen sharing to improve efficiency, compliance, and customer experience.

Company News and Culture

Contact Center Data Security: Redacting Personally Identifiable Information Without Hurting CX

Learn how our AI-powered redaction of personally identifiable information from contact center recordings and transcripts helps improve security.

Information Security

The Outbound Dialer: Benefits and Tips for Making the Right Choice

Learn what an outbound dialer is, some of its key benefits and use cases, and how to choose the best system to improve productivity and efficiency of your outbound campaigns.

How AI Insights Improve Efficiency, CX, and Agent Performance

AI insights give contact centers full visibility into every interaction, unlocking faster solutions, happier customers, and more efficient operations.

Agentic AI for Contact Centers: How It Works, What It Does, and How to Get Started

Agentic AI goes beyond chatbots — it reasons, acts, and resolves. Learn what it actually does in contact centers, what to look for, and how to deploy it.

Customer Experience

Contact Center Migration Checklist: On-Prem to Cloud

Learn everything you need to know about migrating your contact center from on-premises to cloud.

Balancing Speed and Safety with AI Implementation

When implementing AI, moving too fast can introduce risks, while being overly cautious can sacrifice speed. This blog helps you figure out how to strike the right balance in your organization.