13 February 2017

LIVE WEBINAR: Embarking on the digital transformation journey: 5 trends driving change in the contact center.

Written by Nicole Robinson, Posted in ComputerTalk, Webinars

Embarking on the digital transformation journey: 5 trends driving change in the contact center.

Customers drive business. According to the 2016 Microsoft State of Global Customer Service Report, 56% of global consumers say they have higher expectations for customer service now than they had just one year ago. How do we use interactions to build sustainable relationships with customers in a digital world? The answer is no longer a simple one. The market is more fluid than ever before, so what decision should organizations be making? In this webinar, we discuss strategies to unify your communications ecosystem, enabling faster, more frequent and remarkably effective business process and customer interactions.

Join ComputerTalk March 15th - 1PM EST as we discuss trends driving change in the contact center.

You will come out of this webinar knowing:

  • The top 5 trends affecting the contact center industry
  • The role of the contact center in the digital transformation strategy
  • How to leverage the contact center to turn your vision into reality

This is an exclusive webinar with limited live seats based on a first-come, first-registered basis. All registrants will receive a link to an on-demand version after the webinar. At the end of the webinar there will be a Q&A session where we will address specific questions you might have.

Register now for a live seat!

 

06 February 2017

Providers in turmoil: futureproofing your contact center

Written by Christopher Liko, Posted in Contact Center, Unified Communications

The technology world is evolving too fast for some companies to keep pace. Contact center solution providers are no exception in this. As companies file for bankruptcy or merge, it becomes apparent who will innovate and who will be left behind. Customers are left wondering if their contact center will be supported next year, next month, or even tomorrow.

A contact center investment is crucial to any business. The worst outcomes are that this key investment reaches end-of-life or end-of-support. Luckily for customers, there are alternatives: a select few solutions are capable of performing a fast, effortless upgrade to a futureproof contact center. With this in mind, let's look at what to avoid and what to look for in a solution provider:

  1. PBX Agnostic Solution: Some organizations cannot upgrade all components of a PBX solution at once, yet some contact center providers don't offer options to integrate with other PBXs. To prevent service interruptions, contact centers require full functionality during the upgrade process. It is crucial to work with a provider offering PBX agnostic compatibility with your current solution, to upgrade one piece at a time.

  2. Innovation: Does your contact center offer social media integration? Does the solution offer hybrid cloud/premises capabilities? What new technologies does your provider enable you to leverage? If the answer to any of these questions is no, the solution is not future-proof. These concepts are here to stay, and you need a provider that offers them now, not as roadmap items.

  3. Homegrown Solution: As companies purchase smaller providers and attempt to integrate multiple solutions, it has become clear that this approach simply doesn't work. Rather than a multi-functional product, it results in independent products masquerading as a unified solution. Find a provider with a homegrown solution to ensure that your products are seamlessly compatible.

  4. Preparation for the Future: Many contact centers cannot upgrade overnight, in 6 months or even in a year. If your supplier won't be around next year, neither will the upgrade. Look for a provider that can see an upgrade through to fruition- at your pace, not theirs.


One final question remains: how does one find a contact center provider with these capabilities? You've come to the right place! ComputerTalk does it all and more- our solutions are endlessly configurable to suit your needs. Contact us today and see how we can help you futureproof your contact center.

 

12 December 2016

ComputerTalk's New Head Office!

Posted in ComputerTalk

ComputerTalk is continuously growing and we have outgrown our current location. As of December 19th, 2016, we will be operating out of:

150 Commerce Valley Drive West
Suite 800
Markham, Ontario
L3T 7Z3
Canada

Don't worry, we aren't moving far, just across the street. However, by moving across the street we are leaving Richmond Hill and entering Markham.

We are excited to start the new year in our modern and collaborative office space!

Click here to check out our other office locations.

 

25 October 2016

6 Benefits of Incorporating IVR Into Your Customer Service Strategy

Written by Nicole Robinson, Posted in Contact Center, Unified Communications

An IVR (Interactive Voice Response) system is an automated telephony system that interacts with callers. All of us have interacted with one before. You many have used an IVR system to get routed to the correct department or person, receive answers to FAQs, book or cancel appointments, check accounts, or more over the phone. Some IVR systems use speech recognition to allow you to communicate your needs. Below are some common benefits that organizations experience from adding an IVR system to their organization.

6 Benefits

1. Increase customer satisfaction

With an easy to use and reliable IVR, customers are directed to the correct agent or department who can answer their inquires. IVR systems are always available to customers regardless of the time or day. IVR systems can be programed with personalized greetings and queue treatment based on the caller’s number or ID information.

2. Decrease call times

IVR systems answer calls on the first ring. Callers can receive quick and informative answers to their questions such as account information, hours of operation and FAQs. If the IVR is unable to resolve the caller’s problem, the call is directed to the appropriate agent or department to handle their inquiry. The information the caller has provided the IVR is presented to the agent preventing them from repeating themselves.

3. Increase first contact resolution

Calls are routed to the appropriate agent or department that is most qualified to meet the caller’s needs. This reduces the likelihood of the call being transferred.

4. Improve efficiency and productivity

With an IVR directing calls, more calls can be answered simultaneously. Agents are presented with the information callers provided to the IVR system. Agents will be matched with customers in need of their specific expertise. This increases the speed in which they can provide appropriate answers and reduces the likelihood of transferring the customer to another agent. Agents can focus on other tasks or handle more calls as the IVR resolves a portion of the calls.

5. Reduce operational costs

The improved efficiency and productivity from the IVR system will reduce operational costs. IVR auto attendant systems can replace receptionists or a customer service agent who directs calls lowering head count.

Agents are experts within their area of expertise. Since they do not need to be trained on all areas this reduces training costs.

6. Improve company image

Smaller companies can create a larger and more professional image with an IVR system fronting their greeting. At the same time, a larger company can use an IVR system to maintain consistency with their greetings and handle higher call volumes.


These are just a few of the common benefits organizations experience by adding an IVR system. Let us know if you have experienced any of these benefits or other benefits by leaving a message in the comment section below. If you would like more information on IVR benefits or applications message us or request a demo.

 

28 September 2016

Ignite 2016 - Drive real-world success with Skype for Business platform solutions

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk, Events

What break out sessions are you attending at Ignite 2016? Join Microsoft and ComputerTalk Friday September 30th at 9am to learn more about enhancing productivity by integrating communications into your everyday business processes.

James Skay, Senior Product Marketing Manager at Microsoft will be presenting Drive real-world success with Skype for Business platform solutions.

Join us in room C108/109 or click here to watch the live stream.

LIVE STREAM ENDED. ON DEMAND VIDEO WILL BE POSTED SOON. PLEASE CHECK BACK.

This session highlights real-world partner solutions built upon Skype for Business. ComputerTalk is excited to present ice Contact Center for Skype for Business and will be the only contact center solution showcased. Chris Bardon, Chief Software Architect and Brandon Viamonte, Director US Sales and Partnerships at ComputerTalk will discuss how ice Contact Center can maximize your Microsoft investment and increase business productivity.

ice, Intelligent Communications Exchange, contact center is the only enterprise-class, native Skype for Business contact center. It opens up channels of communication, so your customers, prospects, and partners can contact you in ways that are most convenient for them.

Interested in learning more about ice Contact Center for Skype for Business? Request a demo!

 

 

19 September 2016

WEBINAR: Moving your contact center to Skype For Business. Maximizing your Microsoft strategy today and in the future.

Written by Nicole Robinson, Posted in ComputerTalk, Webinars

Are you thinking about moving to Skype for Business or have you recently upgraded to Skype for Business? If you have, you have probably asked yourself "What about my contact center?"

Join ComputerTalk October 12th at 1PM ET as we discuss moving your contact center to Skype for Business

You will come out of this webinar knowing:

  • Market factors that are increasing the number of Skype for Business powered contact centers
  • The benefits of building an omni-channel contact center on Skype for Business
  • Situations where response groups are not enough
  • Current and future migration paths for moving your contact center and auto attendant to Office 365 PSTN
  • How to integrate the contact center into your help desk and customer service applications
  • Tips to help you achieve success and avoid common mistakes

This is an exclusive webinar with limited live seats based on a first-come, first-registered basis. All registrants will receive a link to an on-demand version after the webinar. At the end of the webinar there will be a Q&A session where we will address specific questions you might have.

Register now for a live seat!