Here is your ultimate guide to the different types of dashboards available and how they fit with your contact center.

On Wednesday, February 7, ComputerTalk hosted our latest Slice of ice webinar. During this session, one of our training and documentation specialists, Diane Vasquez provided an overview of iceReporting and discussed key iceReports, how to schedule reports, what’s new in the latest version of iceReporting, and some tips for using iceReporting.

Trying to make a good strategic decision without data-based insights to back it up is like trying to ride a bike without wheels: difficult and potentially disastrous. When it comes to customer service, one of the best ways to get the information you need to guide strategic decisions is through your contact center reports. Contact center reports can help you decide if and when to hire more staff, increase training efforts, and more.

A 2022 Gartner publication identified some of the top customer service challenges that organizations expect to face. Learn how ice Contact Center can help organizations address these challenges.

If you’re familiar with the song, The 12 Days of Christmas, you know that the singer’s true love gives them some pretty impractical gifts, most of which are loud, inconvenient to take care of, and/or impossible to find the space for. And really, how many birds does one person need?

Your contact center and your Customer Relationship Management (CRM) tool are a lot like peanut butter and jelly – both great on their own, but even better together.

The importance of connecting with students in meaningful, effective ways cannot be overstated. If higher education providers want to succeed amongst their competitors, they need to prioritize a customer-centric strategy in their organization.