Increase
customer satisfaction by offering personalized call treatment.-
How to Make the Best Use of Your Contact Center Dashboard
by Shaundalee Carvalho | Published On May 10, 2021
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.
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5 Benefits of Adding Chat to Your Help Desk
by Shaundalee Carvalho | Published On May 10, 2021
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.
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8 Reasons You Should Add Webchat to Your Contact Center Today
by Shaundalee Carvalho | Published On April 28, 2021
While voice has been the channel traditionally associated with call centers for years, many modern contact centers have now evolved to include webchat capabilities.
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15 Essential Contact Center KPIs to Monitor
Published On April 13, 2021
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.
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The Evolution of a Contact Center’s Role in a Pandemic
by Shaundalee Carvalho | Published On March 29, 2021
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.
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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.
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Slice of ice Recap: Connect with Customers on Any Channel
by Shaundalee Carvalho | Published On March 17, 2021.png?sfvrsn=e40a0534_1 "Screenshot (63)")
On Wednesday, February 17th, ComputerTalk presented their latest Slice of ice webinar: Connect with Customers on Any Channel. In this session, account owner Vithusan Jegatheeswaran discussed contact center trends and challenges, the meaning of omnichannel, how ice can help your contact center unify the different modalities available, and some use cases to demonstrate an omnichannel ice Contact Center in action.
