26 May 2016

Enhancing Customer Service with CRM and Application integrated solutions in the Contact Center

Written by Martin Borowski, Posted in Contact Center, Microsoft, ComputerTalk, Webinars

Walker predicts that by 2020, customer experience will overtake price and product as the key brand differentiator. Make sure your contact center agents are able to deliver the best customer experience possible. Join leading contact center experts as they discuss the benefits of integrating contact center and your key customer service applications.

You will come out of this webinar knowing:

  1. The top 5 benefits of integrating your contact center with CRM
  2. How you can create a seamless customer journey by continuing your workflows in CRM into the contact center.
  3. Different scenarios for integrating with CRM and application solutions

If you have any questions, send ‘em over at www.computer-talk.com/contact-us.

 

12 May 2016

ICMI Contact Center Conference and Expo - LIVE FEED (Updated)

Written by Martin Borowski, Posted in Contact Center, ComputerTalk, Events

See you there!

ICMI Contact Center Expo & Conference is the leading global gathering for the contact center industry. It's known worldwide as the essential forum for educational growth, networking, and sharing of proven best practices. Offering the most comprehensive program available for customer service professionals, you will benefit from expert speakers eager to share their knowledge, as well as peers willing to share their experiences.


FEED from ICMI 2016

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11 May 2016

A sneak peak at the new agent toolbar for ice Contact Center for Skype for Business!

Written by Martin Borowski, Posted in Contact Center, ComputerTalk

In this video, Paul is going to walk you through the changes that are coming with the new iceBar. He will be talking about the tabbed approach, the new layout, and how to consult with another agent.

If you have any questions, send ‘em over at www.computer-talk.com/contact-us.

 

04 May 2016

To Cloud or Not To Cloud - On Premises vs Cloud

Written by Vivian Pow, Posted in Contact Center, ComputerTalk, Technology

Organizations have many technology choices when it comes to contact centers. Both on-premises and cloud solutions deliver potential benefits, as illustrated in the comparison table below. 

Regardless of your decision, choose your providers carefully, as contact centers have complex requirements. If you need an expert to help walk you through your requirements, leave us a message here

26 April 2016

Webinar: Enhancing customer service with CRM and application integrated solutions in the contact center - Bringing the pieces together without breaking the bank.

Written by Nicole Robinson, Posted in Webinars

May 4th 2016, 1PM ET

Are you optimizing your customer’s journey when they attempt to communicate with you? Are your contact center agents being given the tools to effectively manage your company’s front lines into the customer experience? Are you effectively documenting the customer experience and lifecycle?

Walker predicts that by 2020, customer experience will overtake price and product as the key brand differentiator. Make sure your contact center agents are able to deliver the best customer experience possible. Join leading contact center experts as they discuss the benefits of integrating contact center and your key customer service applications.

You will come out of this webinar knowing:

  • The top 5 benefits of integrating your contact center with CRM
  • How you can create a seamless customer journey by continuing your workflows in CRM into the contact center.
  • Different scenarios for integrating with CRM and application solutions

 

REGISTER NOW

 

31 March 2016

Big News from Microsoft Build 2016!

Written by Martin Borowski, Vivian Pow, Posted in Microsoft

Updates to the Skype for Business SDK and Skype Web SDKs, which allow for direct integration of Skype calls

During Build 2016, Microsoft announced that consumer Skype will integrate with Cortana and the Bot Framework, allowing users to make the most of the platform without leaving conversations! Cortana would search for relevant information, leverage additional details from Bing, help with calendar management, and make it easier to connect with people by suggesting what you can write to them.

Updates to the Skype for Business SDK and Skype Web SDKs, which allow for direct integration of Skype calls, were also announced.

You can find more details here: http://www.neowin.net/news/companies-can-now-integrate-skype-calls-in-their-web-apps-with-newly-announced-sdks

Here at ComputerTalk HQ, we’re excited to combine our creativity, the power of ice, and these newly announced technology updates to create tools that will help organizations unleash value-adding customer experiences and ultimately secure customer loyalty.