11 Septembre 2018

Come see us at Microsoft Ignite 2018 in Orlando

Written by Danielle Wong, Posted in Events

Date: September 24-28, 2018
Location: Orlando, Florida 

Get a firsthand look at ice Contact Center in-person! Meet with our team as we bring together our knowledgeable staff and chat about industry trends we’re seeing in the unified communication and contact center industries. 

ComputerTalk is proud to be a sponsor of this year’s Microsoft Ignite in Orlando, Florida. Join us September 24-28 as we celebrate and participate in one of the biggest events in tech. Ignite is where tech professionals get the latest insights and skills directly from tech leaders and practitioners, who are shaping the future of cloud, data, business intelligence, teamwork, and productivity.  

Our product, ice Contact Center is the world’s only native enterprise-class Skype for Business Contact Center. We help organizations deliver intelligent and personalized customer experiences across every communication channel. As a Microsoft Gold Certified Partner, we have been in the unified communications industry for over 30 years and are an expert in custom communications-enabled business process applications. We are also a member of the Microsoft Cloud Partner Alliance, Technology Adoption Program (TAP), and have two gold competencies in Communication and Application Development. 

As a Microsoft omnichannel contact center, ice Contact Center integrates with Skype for Business, Office 365, Dynamics 365, Teams, and other non-Microsoft services including Cisco, Mitel, Avaya, Salesforce, ServiceNow, and more. 

Meet us there!

Schedule a meeting with our team with our team (we’ll be at booth #940) to let us show you how we can help ignite your customer experiences.   

 

09 Août 2018

4 Easy and Effective Ways to Build Customer Rapport for an Effortless Client Experience

Written by Danielle Wong, Posted in Contact Center, ComputerTalk

Regardless of your role within an organization, rapport building is a key skill to help you foster relationships with others, especially customers. Customers expect an experience that makes them feel relieved that their problems are solved in a friendly and approachable manner, putting their minds at ease.

When customers have good experiences with your organization, there is a higher percentage that they will remain loyal to your company, remaining customers for the long-term. Studies have shown that higher customer satisfaction rates are correlated with reducing churn and increasing sales. You want to provide positive outcomes regardless of if you can or cannot solve their problems and alleviate the situation and built trust in your relationship.

According to Call Center Helper, building rapport is "about creating a common bond of trust, particularly over the phone, learn[ing] to empathize with your customers, hav[ing] a genuine interest in their situation and make[ing] them feel valued." By facilitating exceptional communications, you can help provide outstanding customer experiences. 

Building rapport isn’t solely for contact center agents or customer service representatives. It can be applied and utilized by anyone in a customer-facing role, or even among co-workers and employees. Rapport building can be applied to different job functions including sales, support, partnerships, customer success, and account management.

Here are four easy and effortless ways how you can build rapport:

11 Juillet 2018

Meet us at Microsoft Inspire 2018

Written by Danielle Wong, Posted in Events

Date: July 15-19, 2018
Location: Mandalay Bay Convention Center and T-Mobile Arena, Las Vegas, Nevada

With past attendance of almost 18,000, Microsoft Inspire is where partners, Microsoft personnel, and industry experts from around the globe come together for a week of networking and learning. Speakers include business and industry leaders from around the world – Microsoft executives, trailblazers in research and innovation, and tech visionaries. Sessions include: modern workplaces, data and AI, applications and infrastructure, business leadership, and more.


ComputerTalk is a Microsoft Gold Certified Partner. We deliver the world’s only enterprise-class, Skype for Business native cloud contact center. ice Contact Center for Skype for Business helps organizations deliver intelligent and personal customer experiences across every channel of communication including voice, email, chat, SMS, and social media.


Meet with us to see how you can play a part in our growing partner network, or how we can build on our existing relationship. Leverage this unique opportunity to work with a one-of-a-kind, best in class platform and team. Our extraordinary partner network provides contact center solutions to customers all over the world.

We would like to meet you there!
Schedule a meeting with Brandon Viamonte, our Vice President of Business Development and let us show you how we can add a valuable solution to your business application offering.

17 Mai 2018

How Gamification Supercharges Employee Performance in the Contact Center

Written by Danielle Wong, Posted in Contact Center, Unified Communications, ComputerTalk

First thing’s first: What is gamification?

According to Gartner, "gamification is the use of game mechanics to drive engagement in non-game business scenarios and to change behaviors in a target audience to achieve business outcomes." By applying activities and this game thinking methodology to the workplace, this can lead to greater contact center results, benefitting both employees and the organization itself. Through leaderboards, points, challenges, and incentives, gamification can help motivate and engage contact center users. For users to be successful in their role, employee motivation is a crucial component to deliver the best experience for their customers.

What is the value of implementing gamification in your contact center?

When implementing new strategies in organizations, the questions always asked are: Is it worth it and how will we measure success? To determine the return on investment, gamification involves tracking key performance indicators (KPIs) of contact center employees during their shifts. Some examples of KPIs that are measured include the average time contacts spend in queue, the average speed of answer, first contact resolution, total call duration, etc. These KPIs differ from organization to organization, but the metrics are utilized to motivate agents to improve performance by reaching goals and competing against each other.

How will this benefit the organization?

One of the benefits of implementing a gamification strategy in your contact center is improved employee performance. If agents perform well, then the company performs well. Consequently, this leads to organizational growth with their people, products, and service.

14 Mars 2018

4 Reasons Global Enterprise Need Cloud

Written by Martin Borowski, Posted in Contact Center, ComputerTalk

Many global enterprises choose to manage their own technology, and with good reason. When platforms like the contact center are serving thousands of employees and millions of customers worldwide, you can’t afford to miss a beat.

Many enterprises view self-managed, on-premises solutions as more reliable and easier to control. In reality, modern-day cloud solutions are as reliable as (sometimes more reliable than) on-premises solutions. Some of the benefits to the cloud are obvious, such as cost savings, no need to manage infrastructure and reliable high availability. However, when deciding between cloud and on-premises, there are more things for global enterprises to consider. Here are 4 compelling reasons why global enterprises need the cloud:

12 Février 2018

Empowering contact center agents with AI

Posted in Contact Center, ComputerTalk, Technology

Every minute, your contact center generates massive amounts of data, as information flows between your customers and your organization. The contact center serves as a tool to manage this data and use it to provide customer service.

By managing the enormous amount of data, the contact center can provide insights into your customer journey to optimize your services. These insights empower agents to provide more effective and efficient service to customers. The challenge in leveraging this significant data source is in its volume. How can you sift through all of the information to find the key insights and draw accurate conclusions about your customer experience? That’s where AI comes in.

Your agents already have access to a wealth of customer information through CRM integration. This helps them provide effective, personalized service, and to solve problems quickly. Customer-specific information is important, but many insights can be gained by looking at the overall contact center. This holistic view is made possible with AI. Integrating AI into your contact center allows you to take massive data sets and distill them down into specific insights, in real time. This allows agents to receive recommendations to improve customer service while they are assisting customers. Combining customer-specific information with general insights creates a powerful experience.