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How To Evaluate a Call Center Agent’s Performance
by Anastasia Micic | Published On April 29, 2024From first contact resolution to net promoter score, there are a variety of ways to measure your agents' performance.
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Slice of ice Recap: Introducing ice Contact Center 13
by Nicole Robinson | Published On April 25, 2024On Wednesday, April 17, 2024, ComputerTalk presented our latest version of ice Contact Center, ice 13, in our Slice of ice session.
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21 Best Practices for Designing a Great IVR System
by Kent Mao | Published On April 24, 2024Interactive voice response (IVR) systems can help automate your call center and provide customers with self-service options.
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Contact Center Quality Management: Best Software Tools in 2025
by Kent Mao | Published On April 18, 2024From analytics to agent coaching tools, there are many quality management solutions on the market today.
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Optimizing Contact Center Operations With Microsoft Teams
by Anastasia Micic | Published On April 16, 2024Learn how Microsoft Teams integrated contact centers are reshaping workflow optimization, communication strategies, and more!
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Call Center Authentication: Best Methods and Software in 2025
by Kent Mao | Published On April 12, 2024Call centers are getting larger, busier, and more complex than ever. They’re also becoming more popular targets for criminals and fraudsters.
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Microsoft Copilot for your Contact Center
by Nicole Robinson | Published On April 11, 2024
Slice of ice Recap: Navigating iceAdministrator Part 2
On Wednesday October 21st, ComputerTalk presented Part 2 of a two-part webinar series on Navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar, talked about skills and prioritization of queues. The session built on Navigating iceAdministrator Part 1,...

Microsoft Ignite: 10 Tips and Tricks for Attending
Microsoft Ignite 2024, happening in Chicago on November 19-22, promises to be an event filled with insights, networking opportunities, and the latest in tech innovation. Whether you're attending in person or virtually, these tips will help you make the most...

ComputerTalk Announces General Availability of ice 11
It’s finally here! We at ComputerTalk are excited to announce the general availability of ice Contact Center 11, our latest version.
