Contact Center Blog for Customer Experience

BLOGS

IVR Benefits

Increase customer satisfaction by offering personalized call treatment.

Decrease call times.

Improve efficiency and productivity.

Automated speech recognition.

Free up resources through automation.

Increase first contact resolution by routing to the appropriate agent.

Reduce operational costs.

Track and report the journey of every call.

Gain

Automated Speech Recognition

Take your IVR to the next level with Automated Speech Recognition (ASR). ASR lets you remove the constraints of a standard touch-tone IVR application to enhance the customer experience. Customers are able to speak their needs using natural language. ComputerTalk also offers voice biometrics to authenticate users through their voice.

IVR and Contact Center Continuity

IVR applications are not always able to answer all inquiries. Sometimes customers have complex or non-routine issues and need to be transferred to a contact center agent. ComputerTalk's IVR and ice Contact Center are both built using the iceWorkflow Designer tool to provide a seamless and continuous flow of information between IVR and contact center.

Outbound IVR

Don’t wait for your customers to call you. Proactively reach out to them using outbound IVR applications. Deliver automated outbound communication that simply plays a message and disconnects or plays IVR prompts where prospects can interact with menus

Generational Customer Service: Gen Z to Baby Boomers

by Erina Suzuki | Published On February 24, 2025

Learn how customer service expectations differ for Gen Z, Millennials, Gen X, and Boomers. Discover strategies, examples, and tips to adapt your support to each generation.

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Richard Damra: Growth and Development at ComputerTalk

by Richard Damra | Published On February 24, 2025

ComputerTalk provides diverse growth opportunities and a supportive team makes the learning process seamless.

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20 Proven Strategies for Contact Center Workforce Optimization

by Erina Suzuki | Published On February 19, 2025

Learn how to boost efficiency and productivity, reduce costs, and transform customer service with these expert tips for contact center workforce optimization.

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Top 2025 Trends in Customer Service

by Anastasia Micic | Published On February 13, 2025

Ready to transform customer experience in 2025? Discover the top customer service trends shaping today’s landscape, from agentic AI and hyper-personalization to employee experience.

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Proudly Canadian: ice Contact Center and ComputerTalk’s Commitment to Homegrown Innovation

by Shaundalee Carvalho | Published On February 7, 2025

As many Canadians have recently become more conscious about buying Canadian, ComputerTalk is proud to be a Canadian business. As fellow Canadians, we want to say thank you to our customers for choosing to support a homegrown product. If you’re not a customer yet but are currently looking for a Canadian contact center, you’ve come to the right place!

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Contact Center Vendor Support: How to Choose a Partner You Can Rely On

by Nicole Robinson | Published On February 6, 2025

Contact centers are the backbone of customer experience, serving as the first point of contact for resolving issues, answering queries, and building brand loyalty.

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Mastering iceSurvey: Enhancing Customer Feedback with Actionable Insights

by Erina Suzuki | Published On January 31, 2025

On 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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Sample Applications

The key to a successful IVR application is design. A well-designed IVR means a frustration-free experience for customers. Working with one of our IVR specialists, you can rest assured that your applications will send customers to the right place, without needless transfers.

We have built thousands of IVR applications for our clients. Below is a list of sample IVR applications. For a more comprehensive list, contact an IVR expert here.

Appointment Scheduler
Auto Attendant
Bill Payment
Billing and Account Inquiry
Call Routing
Check Ordering
Claim Filing and Processing
Credit Card Activation
FAQs
Hear Shift Schedules
Listen to Human Resources Listings
Policy Renewal or Coverage Changes
Traffic Enforcement - Pay Tickets by Phone

Auto Attendant

ComputerTalk’s auto attendant capabilities can be a standalone application or part of the whole contact center system. Callers no longer need to remember extension numbers; they just need to speak the name of the person or department they wish to contact.

Advantage

When your IVR applications are built on the same technology as your contact center, you avoid additional support and integration costs. You are able to view comprehensive reports relevant to your IVR and contact center to provide you with the information you need to make informed decisions. ComputerTalk's IVR is easy to update to accommodate your changing business needs.

7 Steps Supervisors Need to Take to Manage Agents in a Hybrid Work Environment

Learn 7 key strategies for managing contact center agents in a hybrid work model. Boost engagement, collaboration, and team performance.

Why Excellent Customer Service Is Important and How to Improve It

Excellent customer service plays a critical role in an organization’s long-term success. It directly impacts customer loyalty, brand reputation, and revenue growth—making it more than just a support function.

How are Microsoft Teams Contact Centers Transforming the Customer Service Industry?

Revolutionizing the world of customer communication and support, Teams-certified contact centers are a game-changer in today's dynamic digital landscape, delivering seamless and engaging interactions that redefine the customer experience.

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Slice of ice Recap: icePhone

On Wednesday, August 2nd, 2023, ComputerTalk presented our latest Slice of ice session. During this session, our Product Trainer, Christina Liu, introduced our new softphone, icePhone.