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Contact Center Dashboards: The Ultimate Guide
by Anastasia Micic | Published On May 7, 2024Here is your ultimate guide to the different types of dashboards available and how they fit with your contact center.
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Srijit Dutta – Navigating my career at ComputerTalk
by Srijit Dutta | Published On May 3, 2024Like many non-tech-oriented grads before me, my path to Tech was atypical. It was riddled with professional experiences from diverse industries such as Finance, Compliance, Education, and Consulting.
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Call Center Automation Software: Best Tools for 2024
by Kent Mao | Published On May 2, 2024It seems like call center automation is everywhere these days, from chatbots and virtual agents to quality assurance and workforce management software.
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How To Evaluate a Call Center Agent’s Performance
by Anastasia Micic | Published On April 29, 2024From first contact resolution to net promoter score, there are a variety of ways to measure your agents' performance.
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Slice of ice Recap: Introducing ice Contact Center 13
by Nicole Robinson | Published On April 25, 2024On Wednesday, April 17, 2024, ComputerTalk presented our latest version of ice Contact Center, ice 13, in our Slice of ice session.
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21 Best Practices for Designing a Great IVR System
by Kent Mao | Published On April 24, 2024Interactive voice response (IVR) systems can help automate your call center and provide customers with self-service options.
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Contact Center Quality Management: Best Software Tools in 2024
by Kent Mao | Published On April 18, 2024
ACD vs IVR in Call Centers: What’s the Difference?
ACD and IVR systems play a key role in many call centers, from retail and banking to hospitals.
Call Center Authentication: Best Methods and Software in 2024
Call centers are getting larger, busier, and more complex than ever. They’re also becoming more popular targets for criminals and fraudsters.
Microsoft Operator Connect for Contact Centers: A Complete Guide
Leverage a secure and trusted connectivity model.