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.

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.

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.

The terms call center and contact center are commonly thrown around in the industry. But what are the actual differences between the two?

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