The contact center is a high-pressure environment, particularly now that customers expect faster, more personalized, and more strategic support from every company. In this space, maintaining high levels of employee engagement is crucial to preserving productivity and customer satisfaction.

Modern contact centers are moving through a period of significant transformation, thanks to evolving customer expectations and the rise of new technologies.

On Wednesday, October 30th, ComputerTalk hosted our latest Slice of ice webinar on mastering the evaluations tool. During this webinar, our Training & Documentation specialist, Diane Vasquez, outlined how to leverage your evaluation tool.

Contact centers aren’t just an environment for managing inbound calls. In many industries, companies rely on outbound call center software to improve customer engagement and revenue.

Modern IVR systems are more than just valuable tools that help customers navigate their journey with your call center. Today’s solutions allow companies to automate a range of processes, from routing callers to the right agent, to processing transactions.

Multi-factor authentication (MFA) might not be an entirely new concept for call center leaders, but the value of this technology has grown drastically in recent years. The call center is home to huge volumes of sensitive data, from credit card details to customer names.

My journey at ComputerTalk started back in September of 2021 as an Application Quality Assurance Analyst. Since I started working here, I have been able to meet some incredible people and pick up a variety of skills.