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Mastering iceSurvey: Enhancing Customer Feedback with Actionable Insights
by Erina Suzuki | Published On January 31, 2025On January 22nd, ComputerTalk hosted our latest Slice of ice webinar on iceSurvey, our built-in survey tool designed to capture valuable customer feedback. During this session, our Training & Documentation Specialist, Diane Vasquez, walked attendees through the features, setup, and best practices for using iceSurvey effectively.
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The Guide to IVR Testing: Ensuring Seamless Customer Experiences
by Nicole Robinson | Published On January 22, 2025IVR (Interactive Voice Response) systems are a common component of most contact centers. When these systems function effectively, they help to enhance customer experiences, enabling streamlined self-service, and ensuring callers reach the right agent or department.
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Microsoft Teams Certified Contact Center vs. Microsoft Dynamics 365 Contact Center
by Anastasia Micic | Published On January 8, 2025Delivering exceptional experiences to customers is non-negotiable for all businesses today. After all, great customer service doesn’t just improve employee retention; it enhances your profits.
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The Ultimate Guide to Utility Contact Centers: Best Practices, Tools, and Trends
by Nicole Robinson | Published On December 30, 2024Utility companies make the world go around. They’re the organizations responsible for ensuring we all have access to energy, heat, water – everything we need to thrive. The utility contact center acts as the main bridge between these essential businesses and their customers.
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Outbound Call Center Metrics: The Metrics You Should be Measuring, and How to Improve Them
by Nicole Robinson | Published On December 12, 2024Want to know if your outbound call center is achieving the right results – increasing sales, generating leads, and improving customer satisfaction through proactive service? There’s only one way to find out – you need to track the right outbound call center metrics.
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The Ultimate Guide to Call Center Queue Management: Strategies, Tools, and Best Practices
by Nicole Robinson | Published On November 27, 2024Nobody likes waiting in a queue. Waiting in a call center queue can be just as frustrating as waiting in line at a store.
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Workforce Engagement Management for Contact Centers: A Guide
by Nicole Robinson | Published On November 19, 2024
ComputerTalk, a CCaaS provider located in Markham, Canada, is excited to announce the upcoming release of ice 13. Following the recent release of ice 12.1, version 13 provides more enhancements to the current features and tools. Continue reading to discover...
AI chatbots have become a major part of our daily lives. Learn more about these modern, AI-powered virtual agents.
With just one click, your agents can effortlessly respond to your customers, ensuring prompt issue resolution and enhancing customer satisfaction. Read on to discover the value of canned responses and best practices when implementing them within your contact center.
