04 July 2016

Which would you choose: Wait on hold or get your time back?

Written by Nicole Robinson, Posted in ComputerTalk, Contact Center

You are spending a day in the park with your family and friends when you suddenly remembered that you needed to call a technical support line. As your call is connected, you are given a choice - listen to music while waiting for the next available agent or go back to hanging out with your loved ones while you wait for a callback. Which would you choose?

A study showed that when offered a choice between a callback and waiting on hold, 2/3 of those surveyed preferred callbacks. 

callback call centerThe same study showed that of the people who would prefer a callback over another option (for example waiting on the line and listening to music), 40% prefer receiving a callback within 30 minutes and 25% do not have a preference – they just want to avoid having to wait on the line.


02 July 2016

Entertain callers on hold with Music, Radio, Surveys and Quizzes!

Written by Vivian Pow, Posted in ComputerTalk, Contact Center

on hold

of callers prefer on hold messages to music.

of callers who hang up while waiting on hold will not call back.

have purchased additional products based on info they heard while on hold.

Waiting on hold tests even the most patient of callers. Most contact centers today cannot do away with the concept of waiting on hold, but there are ways to make the experience more positive for callers. One way is to jazz up the on hold experience for your callers.

ice delivers Music On Hold, Messages On Hold, Radio On Hold, Surveys On Hold, and Quizzes On Hold. In addition to playing messages and music, you can also play radio and interactive customer quizzes. With these added features, customers are more likely to be engaged and less likely to feel that they are wasting their time. 

onhold benefits

Depending on the industry, there are different use cases for advanced on hold applications. Click an entry in the list below to jump to the example use cases for that industry:

30 June 2016


Written by Martin Borowski, Posted in ComputerTalk, World Partner Conference 2016

Enter for a chance to WIN a SURFACE BOOK when you attend our WPC BASH!

wpc surface book giveaway

Yes that's right – a Surface Book, not a Surface Pro.

Ultra-thin, meticulously crafted, with incredible screen resolution. This is the ultimate laptop. We think you would enjoy working off this device.

You are automatically entered for a chance to win by attending the party or by visiting our booth (#528)!

Winner will be drawn on Wednesday July 13. Party attendees will receive an email with more details!

WPC BASH - RSVP here as space is limited!

29 June 2016

WEBINAR: Let’s win together – How ComputerTalk’s partner programs can benefit your organization!

Written by Nicole Robinson, Posted in ComputerTalk, Webinars

Are you looking to increase sales? Maximize customer satisfaction? Help customers and clients improve ROI?

Join ComputerTalk July 27 at 1PM ET to find out how a partnership with ComputerTalk can help you achieve all of those goals. Get a glimpse into the future of ice Contact Center and learn more about upcoming ice releases to see where they line up with  your customers’ technology roadmaps.

At the conclusion of the webinar, current and future partners will know the benefits of the ComputerTalk’s partner program and how ice Contact Center adds value to their portfolio.  

You will come out of this webinar knowing:

  • Benefits of being a ComputerTalk partner and the value ice adds to partner organizations
  • Different types of ComputerTalk partnerships
  • Upcoming ice features

This is an exclusive webinar with limited live seats based on a first-come, first-registered basis. All registrants will receive a link to an on-demand version after the webinar.  At the end of the webinar there will be a Q&A session where we will address specific questions you might have.

Register now for a live seat!

16 June 2016

WPC Party Announcement

Written by Vivian Pow, Posted in ComputerTalk, Events, World Partner Conference 2016

In Toronto, the best way to spend a summer night is on a patio. We have a lot to celebrate this past year and look forward to spending the evening with partners both old and new on the rooftop patio at Mascot Brewery. 

Come have drinks and appetizers with us at Mascot Brewery on July 12, from 9pm – 1am. 

UPDATE: WIN A SURFACE BOOK FROM COMPUTERTALK AT WPC!! You are automatically entered for a chance to win by attending the party or by visiting our booth (#528)!

RSVP here as space is limited!

WPC bash blog book

03 June 2016

Check out the latest and greatest ice features at WPC 2016!

Written by Vivian Pow, Posted in ComputerTalk, Microsoft, World Partner Conference 2016

ComputerTalk is excited that WPC 2016 is being held in Toronto - our home town! We are looking forward to reconnecting with our existing partners as well as meeting new potential partners.

Drop by booth 528 to learn more about ice Contact Center for Skype for Business. ice, intelligent communications exchange, is the only enterprise-class, Skype for Business native, UC/PBX agnostic contact center product. ice turns contact centers into customer resolution centers, where users have all the tools they need to provide the best customer service possible.

At our booth we will be demoing our latest and greatest features. We would love to show you how a partnership with ComputerTalk can help maximize customer satisfaction and sales revenue.