Increase
customer satisfaction by offering personalized call treatment.12 Resources to Help you Maximize your ice Contact Center Investment
by Shaundalee Carvalho | Published On March 23, 2021
It has now been a year since the COVID-19 pandemic began and almost a year since ComputerTalk began our Lunch and Learn/Slice of ice webinar series. The series began with a single webinar devoted to supporting contact centers through the new changes arising from the pandemic and the transition to remote work. However, that one webinar quickly evolved into a monthly series covering a wide range of topics from how-to and support information to ways to enhance your ice Contact Center.
We have enjoyed being able to support our customers in this way and we appreciate all the feedback and participation from those who have joined us over the last year. We’re taking a little spring break this month, but we will be back in April with a new session for you, so keep an eye out for your invite!
In the meantime, we have plenty of recordings and recaps of previous sessions to check out! This spring break is a great opportunity to catch up on any sessions you’ve missed and refresh your memory on some of your favorites from the last year.
- Lunch and Learn: Supporting Remote Workers with ice – April 2020
Our first session focused on pandemic-related changes that contact centers around the world were facing. We covered how to set up remote access for employees working from home, how to create and modify broadcast messages, and how to modify time of day (TOD) and holiday settings.
Click here to watch the recording.
Click here to read the recap.
- Lunch and Learn: Navigating iceReporting – May 2020
This session covered an overview of iceReporting, how to schedule reports, key reports in ice, and some helpful tips.
Click here to watch the recording.
- Lunch and Learn: Navigating iceMonitor – May 2020
Our session on iceMonitor provided an overview of the tool, some general tips, and information on iceMonitor statistics and iceMonitor alerts.
Click here to watch the recording.
- Lunch and Learn: Evaluations for Quality Assurance – June 2020
The June session provided an overview of the evaluations form, an overview of iceJournal, and information on evaluation data in reporting.
Click here to watch the recording.
- Lunch and Learn: The Power of ice Contact Center with Microsoft Teams – July 2020
This session began with an overview of ice Contact Center with Microsoft Teams and concluded with a demonstration of iceBar for Teams.
Click here to watch the recording.
- Slice of ice: Troubleshooting ice Contact Center – August 2020
The first session with our new name, Slice of ice, was about troubleshooting ice Contact Center. The agenda included topics such as understanding the problem, common user and supervisor problems and how to report them, and some general tips and tricks for troubleshooting.
Click here to watch the recording.
Click here to read the recap.
- Slice of ice: Navigating iceAdministrator Part 1 – September 2020
The first session in our two part iceAdministrator series began with the basics. We provided an overview of iceAdministrator, including general information and how to access it. This was followed by information on managing your contact center, including users, queues, teams, skills, and common actions.
Click here to watch the recording.
Click here to read the recap.
- Slice of ice: Navigating iceAdministrator Part 2 – October 2020
Our second iceAdministrator session built on the basics from the previous session. We discussed queue settings (including order of configurations, workflow priority, and weights) and skills settings (including configuration, assignment and workflow settings, and weights).
Click here to watch the recording.
Click here to read the recap.
- Slice of ice: Getting the Most of Integrating ice with Your CRM – November 2020
In this session, we discussed different CRM systems that ice Contact Center integrates with, the benefits and key features of CRM integrations, and how they work.
Click here to watch the recording.
Click here to read the recap.
- Slice of ice: Extend Teams Functionality with ice Contact Center – December 2020
Our final session of 2020 focused on ice and Microsoft Teams together. We discussed the Teams Contact Center Certification, the Connect and Extend model of integration that ComputerTalk uses, and how your organization can migrate to Teams. Finally, we compared the different iceBar experiences available and talked about some of the features of ice Contact Center with Microsoft Teams.
Click here to watch the recording.
Click here to read the recap.
- Slice of ice: What’s New in ice 11 – January 2021
We started off the new year talking about the new ice version! In this session, we talked about what’s new in ice 11, including multi-contact handling, redesigned iceMonitor, enhanced iceSurvey, segmented recordings, and enhancements to increase usability and accessibility.
Click here to watch the recording.
Click here to read the recap.
- Slice of ice: Connect with Customers on Any Channel – February 2021
Our most recent session covered contact center trends and challenges, the meaning of omnichannel, the power of ice, and use cases for omnichannel capabilities in ice Contact Center.
Click here to watch the recording.
Click here to read the recap.
We hope you’ve enjoyed our first year of Slice of ice sessions. If there are any topics you’d like to see that we haven’t yet covered, please reach out to the HowTo team. We love to hear your feedback and we want to make sure you’re getting as much as you can from our sessions! See you on April 21st for our next session!
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