There are many ways to improve employee satisfaction and reduce churn in customer service.

Contact centers are the direct point of communication between you and your customers. They influence the perception of your organization and play a role in customer satisfaction with your product or service, directly influencing if customers are going to recommend you to others.

On Wednesday, April 21st, ComputerTalk presented our April Slice of ice webinar: Navigating iceMonitor 11. In this session, Training and Documentation Specialist Kathika Uthayakumar provided an overview of iceMonitor 11, discussed the new grid view and iceMonitor settings, and provided some helpful tips.

If you’ve ever contacted an organization for customer service, you know how beneficial it can be to have the option to use webchat instead of a voice call.

While voice has been the channel traditionally associated with call centers for years, many modern contact centers have now evolved to include webchat capabilities.

KPIs provide specific and measurable feedback on the performance of your contact center. Learn which KPIs to track to boost productivity and enhance the customer experience.

The past year has been a difficult and unprecedented time for many organizations. Governments and businesses have needed to adapt to the changing needs of their citizens and their customers, from emergency benefits programs and high inquiry volumes to COVID-19 testing and vaccine roll-out plans. Through all these changes, ComputerTalk has been there for our customers every step of the way.