Call center agent performance is critical to delivering strong customer experiences and can be measured in a variety of ways, from first contact resolution to net promoter score.

It’s safe to say that the contact center has entered its intelligent era. Artificial Intelligence (AI) has transformed from a novel concept into something that influences every customer-focused workflow and contact center application.

On Wednesday, February 4th, ComputerTalk hosted its latest Slice of ice webinar, focusing on how AI is reshaping the customer experience before a call even reaches an agent.

Discover 10 Microsoft Teams features and settings you may not be using, from AI-powered tools to collaboration tips that can improve productivity.

Discover how to manage customer service communication channels, meet rising customer expectations, and create seamless experiences across chat, email, phone, and more.

Creating exceptional experiences for students, staff, parents, and alumni starts with a strategic, modernized contact center approach.

Isolated contact center solutions are expensive for businesses and make it harder to meet changing customer needs.

You already know that delivering consistently great experiences to your customers is crucial to success in any industry. But, as customer expectations continue to evolve, understanding what customers want and need from your contact center can be complex.

Excellent customer service plays a critical role in an organization’s long-term success. It directly impacts customer loyalty, brand reputation, and revenue growth—making it more than just a support function.

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

With the holidays upon us, it’s officially the season for giving! As you think about the different ways you plan on giving this year – to friends, family, or those in need – be sure to consider how you can give to your customers as well.

In today’s customer service landscape, relying solely on voice support is no longer enough. While call centers have long been the backbone of customer support, nowadays, customers expect fast, seamless, and consistent support across multiple touchpoints.