25 May 2017

LIVE WEBINAR: The Contact Center of the Future: Customer Engagement with Facebook

Written by Christopher Liko, Posted in Webinars

JUNE 14, 2017 - 1PM EST - 60 MINUTES

Once upon a time, a contact center was a call center. Customer service was provided exclusively over the phone and was considered the ideal way to communicate with customers. At some point, the call center became a contact center. Since then, the definition of a call center has expanded to include email, instant messaging, SMS, and, most recently, social media.

Many businesses understand the value of providing customer service through social media channels. However, these same businesses often lack the expertise to effectively leverage social media tools. These tools are isolated from the contact center, lacking a unified vision between marketing and customer service activities. In order to maximize the effectiveness of social media, it needs to be integrated into the omnichannel customer experience provided via the contact center.

We all know that Facebook is the largest social media platform in the world, hosting nearly 2 billion active users, which represents one quarter of the world’s population. Facebook interactions occur by the millions, and many of these interactions slip through the cracks. What if your contact center could monitor thousands of posts, comments and replies? What if your agents could be notified instantly of posts regarding specific keywords or pages? What if you could enable personal conversations with your customers on Facebook without ever leaving the contact center? In this webinar, we are going to discuss the possibilities of using Facebook in the contact center.

05 November 2013

ComputerTalk to attend UC Community Day 2013, in Belgium

Written by Martin Borowski, Posted in Press Release, Unified Communications, ComputerTalk, Microsoft

Richmond Hill, Canada (November 5, 2013) - ComputerTalk, a leading provider of Lync-native social media contact center solutions to customers around the world, will be attending UC Community Day (Friday, November 22, 2013) at the DIAMANT Conference and Business Center in Brussels, Belgium.

ComputerTalk will be showing how Lync-native social media contact centers enable you to serve your customers more efficiently, in ways that would clearly differentiate you from your competitors.

The conference focuses on end-user experience with Lync and how the latest Unified Communications and CEBPs can simplify how people collaborate and reduce organizational cost and complexities.

Interested participants should go to (link: https://msevents.microsoft.com/CUI/EventDetail.aspx?EventID=1032565350&Culture=en-BE&community=0) to register

05 November 2013

ComputerTalk to attend Lync Information Day 2013, in The Netherlands

Written by Martin Borowski, Posted in Press Release, Lync, ComputerTalk, Microsoft

Richmond Hill, Canada (November 5, 2013) - ComputerTalk, a leading provider of Lync-native social media contact center solutions, will be attending the Social Enterprise Society Lync Day (Thursday November 21, 2013) held in the Jaarbeurs, Utrecht, The Netherlands.

As a SES Lync Gold Sponsor, ComputerTalk will provide tips and tricks for Smarter Communication, as well as information on serving customers using the phone, email, instant messaging, Skype, and social media, using her Lync-native social media ice contact center for Microsoft Lync 2010 / 2013.

The conference focuses on the practice and the future of Unified Communications - it includes 8 break-out sessions, where participants will learn more about the benefits and application of Unified Communications.

Those who should attend the conference include organizations with descending telephony contract, looking to add social media contact center solution, want to save costs or invest in sustainability.

Those who already use Lync - want to learn more about new features, optimization, special offers, and more - should also attend.

Interested participants should go to (link: http://www.seslync.nl/bijeenkomsten/73-lync-day-eindgebruikers-congres-2013.html) to register for a free ticket and peruse the agenda.

04 June 2013

Outsourcing a contact center

Written by Martin Borowski, Posted in Contact Center, Unified Communications

These days, companies use outsourcing to gain a cultural and competitive edge. This can also be viewed as an opportunity to re-invent a brand or product that requires a fresh start. The other benefit with outsourcing new partner is that the relationship is moulded carefully, fully catering to the needs of the business and without the history/baggage of existing departments and processes that may not have worked in the past.

However, outsourcing a contact center is different than any other forms of outsourcing. In the past, contact centers had a negative reputation for being ‘cost’ centers. Outsourcing decisions were largely based on cost savings and therefore with limited budget did not generate the business sought after. Today we see a lot of change from that. Contact centers now are very savvy in the way they handle their side of the business. They now have become essential to winning over customers, increasing sales and given the multitude of tech-savvy consumers out there, magnifying a company’s brand online.

When looking to outsource contact center, keep these four points in mind:

06 March 2013

5 ways to improve your contact center

Written by Vivian Pow, Posted in Contact Center, Lync, Unified Communications

Everyone wants their contact center to be customer-centric. However, many aren't, because they are stuck with outdated operational strategies that no longer work in today's customer care landscape.  With the rapid evolution of communication channels and technologies, organizations have to change their approach to engaging and retaining customers, to stay relevant and competitive.

As a contact center provider who has been around for over two decades, we have some tips to share on how to be more customer centric: 

15 October 2012

Unified Communications – What is UC and is it really worth it?

Written by Martin Borowski, Posted in Lync, Unified Communications, ComputerTalk, Microsoft

Working from anywhere, using any device at any time, efficiently and effectively is what Unified Communications (UC) is all about.

UC comes in the form of various bundles of services, from Presence and IM, to Email, to Conferencing and Collaboration, MPLS and Voice telephony. And all these smoothly intertwined with business processes of the company.

It comes with so many advantages to simplify the business but most importantly it saves a ton of time. Time – one incredibly valuable commodity with limited supply.

UC will save time on checking company directory, prevent calls to colleagues that are busy in this instance an not able to answer the call anyway and inform when is the actual best time to connect.

Unified Messaging is one neat example of UC. All emails, voicemail, text and fax come into a single inbox. And those voicemails are transcribed into text so no more time wasted dialing into the mailbox, typing the password, dialing to hear new message, waiting for the prompt…etc.

UC enables employees to be more productive for longer periods of time as information is sorted and timely.

The best part is the ability for the customer to try Unified Communications at a comfortable pace and test variety of options available without the pressure of full immediate integration.

ComputerTalk's ice product provides all the Unified Communications you need on a simple all-in-one platform; phone, email, instant messaging, social media (Facebook and Twitter), video, webchat, and Skype. Learn more about ice contact center.