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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 1
On Wednesday, September 16th, ComputerTalk presented the first of two Slice of ice (formerly Lunch and Learn) sessions devoted to navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar provided an overview of iceAdministrator, discussed managing your contact...

12 Resources to Help you Maximize your ice Contact Center Investment
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...

How to Make the Most of Your Contact Center During the COVID-19 Pandemic
Society today is in a unique position as a result of the current COVID-19 pandemic. Individuals and businesses everywhere are facing much uncertainty regarding the current circumstances, how long they will last, and what exactly the long-term impacts will be....
