ComputerTalk

05/29/2026

Call center monitoring is about more than quality assurance—it's about how contact centers uncover pain points, coach agents more effectively, and improve every interaction.

Learn the tools and best practices behind a stronger customer experience: https://buff.ly/K2RyVd5

Call center monitoring plays a critical role in improving customer experience, agent performance, and operational efficiency. By combining the right tools and best practices, organizations can turn call data into actionable insights.

05/29/2026

Did you catch Wednesday's Slice of ice webinar on iceReporting? If not, you can watch the recording now to learn how to better understand performance, uncover hidden trends, and make more informed decisions across your contact center:

Go beyond the basics and unlock deeper insights with iceReporting. This session dives into powerful, lesser-known reports that can help you better understand performance, uncover hidden trends, and make more informed decisions across your contact center. Join Diane Vasquez, ComputerTalk’s Training...

05/28/2026

We're heading to Las Vegas!😃

Come see ice Contact Center in action at Customer Contact Week, June 22–25. Stop by and see how we're helping modern contact centers work smarter with AI, omnichannel, and Microsoft Teams.

See you at CCW 👋 🔗 https://buff.ly/mYjBqC5

ComputerTalk is heading to CCW Las Vegas 2026 as a sponsor. Come see ice Contact Center and iceAI Studio in action, or book a demo to see how we help enterprise contact centers reduce costs, scale self-service, and get real ROI from AI.

05/28/2026

ice Contact Center 15.2💫 is coming this summer — featuring a brand new centralized workspace to build, train, and optimize your AI agents.🤖

AI-powered self-service, built-in video calling, automated PII redaction, and more. All built from real customer feedback.

See what's new 🔗 https://buff.ly/R9nuMA5

ComputerTalk Version 15.2 delivers AI-powered self-service, stronger security and privacy controls, and expanded omnichannel tools like video and screen sharing to improve efficiency, compliance, and customer experience.

05/27/2026

Contact centers process a lot of personal information. You can keep it protected by using AI to automatically redact it from records. Check out our blog to learn how!

Learn how our AI-powered redaction of personally identifiable information from contact center recordings and transcripts helps improve security.

05/26/2026

What does contact center ROI look like in 2026?💰️

It's no longer just about handling more calls. Businesses are looking at customer retention, agent efficiency, AI, automation, and overall experience as part of the bigger picture.

Learn how organizations are redefining contact center value in our blog 👉️

Struggling to justify contact center investments to finance? Learn how to translate operational metrics into financial outcomes — cost per resolution, revenue at risk, and risk reduction — in a way that holds up to CFO scrutiny.

05/26/2026

Less than 24 hours until our next Slice of ice webinar! Register now to learn all about some of our lesser-known reports that can help you better understand performance, uncover hidden trends, and make more informed decisions across your contact center:

05/26/2026

Thousands of customer conversations happen every day. The question is, are you capturing the insights hidden inside them? 👀

AI transcription gives your contact center the ability to turn conversations into valuable business intelligence that supports better service, stronger performance, and smarter decisions.

Read more in our blog:

AI can help convert speech to text and can be used to transcribe phone calls in contact centers.

05/25/2026

Today is about reflecting, remembering, and being grateful to those who gave their lives in service for their country.

Happy Memorial Day to all our American friends, colleagues, and clients.