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Real-Time Call Center Dashboards: Why They Matter
by Gabriel De Guzman | Published On August 20, 2025If you’ve managed (or worked in) a call center, you’ve probably had days that felt chaotic. Maybe it’s a payment outage or a sudden rush after a promotion. You start the morning thinking you can handle everything. Two hours later, hold times are up and customers are getting irritated.
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The Step-by-Step Guide to Agent Scorecards
by Gabriel De Guzman | Published On July 23, 2025For something that plays such a massive role in how customer service teams operate, agent scorecards rarely get the spotlight they deserve.
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10 Easy Ways to Reduce Call Center Costs
by Anastasia Micic | Published On July 17, 2025Struggling with high call center costs? Discover 10 proven strategies to reduce expenses without sacrificing customer service.
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23 Best Practices for Call Center Quality Assurance
by Kent Mao | Published On July 5, 2024
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Slice of ice Recap: Navigating iceMonitor
by Anastasia Micic | Published On June 28, 2024On Wednesday, June 19th, 2024, ComputerTalk showcased how to navigate iceMonitor in our Slice of ice session.
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How to Integrate Your Call Center with Salesforce
by Kent Mao | Published On May 16, 2024You may be familiar with Salesforce as a CRM platform, but did you know that it can enhance your call center too?
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Speech Analytics Tools for Call Centers: A Guide
by Kent Mao | Published On May 10, 2024
Boost customer satisfaction with call center optimization strategies. Learn how to effectively measure and meet vital KPIs to excel in today's competitive market
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.
Contact centers continually generate user data through various media channels. Therefore, it is essential for cloud-based contact center providers to establish and maintain industry-standard security controls to support the handling and storage of sensitive information. Maintaining a secure contact center...
