Have you been wondering what exactly VDI is, and why IT keeps recommending it?  VDI stands for Virtual Desktop Infrastructure, and just in case you’re really lost – IT stands for Information Technology.  Virtual Desktop Infrastructure, in short, untethers the whole desktop complex (operating system, apps, saved files, preferences, and security profile) from its physical home in various devices, whether they be PCs, iPads, androids, laptops, etc.) and anchors it in a virtual hub that runs on a centralized server in a data center.  This enables and empowers users (and managers and agents) to access their programs and files from any device that’s connected to their network.

It’s not hard to imagine what a radical move this is.  It can be a game changer for a business’s efficiency, flexibility, and cost savings, not to mention culture and connectivity.  Building on the client/server architecture, VDI can lead to financial relief in both capital and operational expenses (CAPEX and OPEX).  One can also imagine savings in these areas being redirected to foster employee satisfaction through greater flexibility in scheduling and the option to work from home.

Desktop virtualization has two possibilities.  The virtualization can be sourced at the host (i.e.: data center) through a single image being transmitted to all users, also known as a “thin client,” or at the host through multiple images to users.  This is also known as the difference between “persistent” VDI and “nonpersistent” VDI.

In the persistent VDI frame, every user has his or her own desktop – sometimes referred to as a 1:1 ratio.  Nonpersistent desktops, on the other hand, are many-to-one, or shared among end users.  Each one has its pros and cons in terms of storage, supervision, and personalization.

With persistent VDI, every desktop is driven by a separate disk image.  The user’s preferences are saved and show up each time at login.  Obviously, this system accommodates more customization; however it also demands more storage and backup, though recently, there are more products and features on the market that address these concerns.  Persistent VDI is generally interpreted as more user-friendly since its setup most resembles that of a physical desktop.

With a nonpersistent desktop, a user’s settings or data are not saved once they log out.  When a session ends, the desktop returns to its initial state.  It’s simpler for administrators to edit and fine tune the image, not to mention back it up and send it out, since all nonpersistent desktops are products of one master image.  The downside is that users can’t personalize their own desktop settings or add applications.  The upside is this arrangement does make the image more secure and less heavy in terms of storage.

There’s no doubt that VDI is a new and exciting development.  It has already begun to be put into application by a few major companies such as HP, IBM, MS, VMvare, Citrix, and SUN.  Also, Smarkassen, the German savings banks’ financial group, enjoyed great success with it – launching over 100,000 thin clients with VDI.    Though new, there is enough data to suggest that it is a solid tool for businesses to engage.

Time is precious, and no one wants to spend it listening to a recording repeat, “Your call is important to us” with interludes of elevator music.  It’s possible that contact centers may discover some ingenious ways of entertaining customers during wait periods that don’t trigger feelings of helplessness and frustration; perhaps they will provide snippets of ted talks or slam poetry or short stand up comedy routines.  Maybe they will even design menus that allow customers to choose their ideal genre of content, with the relish one reserves for in-flight entertainment.  But, it’s also possible that most folks don’t want to mix their love for great media with troubleshooting their new printer, or asking about why their bill seems to have doubled in price.  It’s the same reason that (usually) customers don’t want to talk to agents about their golf game or their fear of spiders.

Most customers dialing a contact center are already a little agitated, impatient, and concerned.  When they are then put on hold for an extended period of time, tempers can flare and trust in the company’s capacity to adequately meet their needs can sink.  So, until waiting for an agent can become its own form of delight, there is the alternate solution posed by call back systems.  Call back systems for contact centers can preserve the professional image of a company while appeasing consumers’ irritation.  If your contact center is routinely finding itself swamped with calls, or if there are peak times of the day or year in which wait times skyrocket, a call back system may be the ideal supplement to bridge the gap.

How does it work?  If and when customers call and agents are unavailable, the system saves the callers’ phone numbers and assigns them an appointment, or a time when someone will get in touch with them.  Notwithstanding highly complex situations, the system can be depended on to improve first contact resolution (FCR) as well as overall customer satisfaction, which according to the 2012 US Contact Center Decision Makers Guide, which polled 210 contact center managers and directors, was the top metric – with 59% of those surveyed reporting that it was now more important than ever.  Second in importance was the FCR rate, coming in at 47%.

In addition to the boost in key metrics, imagine a call back system fitting in neatly with SMS marketing.  The two can have a symbiotic relationship in which texts can be used to inform customers of their assigned time as well as to alert them to new offers and limited time deals.  Though it is important not to overstep boundaries, the platform can serve as a potent form of communication.

It’s true, setting up a call back system can raise costs; however, in the long view, it’s a great investment as it has the potential to convert customer anger into customer gratitude.  With that turn, agents will also be less stressed, and business and client can bring out the best in one another instead of gritted teeth and muttered curses.  It’s only a matter of time before the decrease in resentment translates into an increase in savings, whether that be in the realm of a lowered attrition rate, efficient operations, training costs, or simply - customer retention.

It should be said that a call back system will work best, as any tech solution, when it is integrated with other tools, such as live chat and coherent interactive voice response, or IVR.  The important thing is to be able to offer customers options and flexibility within a well-anchored infrastructure.

Workforce optimization, or WFO, is a key avenue through which businesses increase efficiency, customer satisfaction, and employee growth and development.  If it feels like another fancy shell of a term, think again.  Through the lens of WFO, contact center owners and managers are able to approach their center’s productivity objectives and functionality challenges with a statistical and synergistic intelligence that helps make sense of numbers and yields real world results.  It has been said that mastery requires feedback.  In the field of workforce optimization, this feedback can be delivered through a host of programs -   such as call recording, screen capture, speech analytics, reporting, coaching, and quality management.

Every contact center has unique needs, and the winning formula for one’s ideal ROI may not work for another.  Oftentimes, the best packages of tools will be those that meet a business where it’s at while also anticipating its evolution.  The ideal solution will also allow for the various WFO tools to overlap with one another and compare notes.  For example, if there is automated communication between the different components, this will be a great asset no matter how big or small the company.    Imagine the seamless and continuous progress as a software program orchestrates coaching sessions between the supervisor and the agent while also recording all relevant data and projecting a follow-up.  Such integration saves both time and money.  It also helps a contact center stand out in its industry while allowing it to direct its resources to long term goals.

One major consideration when in the market for WFO is whether to opt for cloud or premise based solutions.  Both have their advantages, but whether they fit a particular contact center will depend heavily on the systems it already has in place, as well as on its funds and priorities.  Cloud can be counted on for a swift launch, affordable upkeep, and versatile design.  It keeps data secure and has been a valuable asset for many startups, mid-market brands, and innovative companies.  Premise, on the other hand, is a little weightier and puts you in the driver’s seat through manual upgrade procedures and controls in respect to both safekeeping and data collection.

If you find yourself leaning in and eager to capitalize on the many offerings of workforce optimization, you may wonder when the ideal time is to perform these surveys and synch up these different branches of customer service and professional interpersonal relations.  The low hanging fruit, of course, is whenever you can afford it; however, the long view advises that it’s prudent to put this software into action a quarter before your busiest season.  That way, its inferences and support can be harvested and put to good use when the team is stressed and needs a little extra guidance.  This strategy also allows you to test new methods without too much pressure.

It’s important not to underestimate the power of workforce optimization.  Many in-house contact centers are running on outdated or loosely developed hardware without the competitive edge of a brilliantly thought out WFO program.  It doesn’t require an outstanding budget to take a step forward; a cloud solution can be a simple and easy way to advance your center.  With Subscription-as-a-Service, you can get the technology you need without the bill you can’t pay.

The ultimate genius of workforce optimization, though channeled by a group of savvy techniques, is the investment into the core of a contact center – its employees.  The employees are the guardians of customer service and their competence, collaboration, and capacity to refine their craft makes all the difference.

To keep track of your employees' performance and activity consider using the Verint Media Recorder Workforce Optimization suite to benefit your business and help you get all the answers to your questions.

 

When communicating with others we are not just communicating through words that are spoken - our bodies send messages and signals too. Body language is actually something that is biological. Humans and animals all share similar body language expressions. Across cultures, everyone smiles, including babies, before they are even taught what a smile is. Animals can smile too, and yawn like humans when they are tired or bored. So it shouldn’t come to a surprise that basic body language (smiling, crying, yawning, etc.) is something that everyone is born with.

But body language goes deeper than just the basic emotions. To make the most of contact center management, it’s vital that body language can be understood and used as a tool to communicate better.

Identifying Attitudes

Sometimes when sharing an idea, you may get agreement from someone on the idea, but you may have an inkling that they don’t really mean what they’re saying. In many cases when this happens, it’s because our minds are reading their body language along with what they say, and our minds can establish deeper meanings behind the words due to that body language. You know the saying “actions speak louder than words,” and in this case, the action of expressions or gestures will let you know how they may honestly feel about something. That’s why it’s important to be able to read body language, because it can help with addressing certain issues and can give you a better insight on how someone feels.

Communicating

Body language is all about communicating, but it’s important to understand how you normally communicate with others. Are your arms always crossed? Do you shift your weight from side to side? Most of the time people are oblivious to their own body language because they don’t see it; it’s usually a habit that they are comfortable with. But sometimes your body language can be sending out signals that you don’t mean to send out, which in return can explain why some people respond to you the way they do.

To address what certain body gestures mean, look at the list below to help you identify how others may feel in the workplace.

Disengagement 

When others are disengaged, it’s easy to see, and every once in a while that disengagement can come from call center managers. Most of the time people will be looking down, or in other directions, they may be fidgeting with something, arms will be crossed, and if sitting they might not be sitting all the way up in their seat (slouching).

Upset

Besides tears and a frown, there are many nonverbal cues that hint someone is upset. They can be looking down and avoiding eye contact, giving soft-spoken answers, changing the topic, tensing their muscles (fists, legs, etc.), and they may have a flushed (red) face.

Lying

Lying can be easy to spot when you know the body language signs of lying: little eye contact or rapid eye movement, change in voice pitch (usually higher), constant fiddling with something, flushed face, and their breathing rate increases.

Attentiveness

When someone is attentive it is very obvious because they will: sit up straighter, maintain eye contact, listen, sit still, and lean forward.

Want to improve how you perceive feedback and communication from customers for your company? Check out Kova’s Enterprise Feedback Management software. This software will allow you to get a complete understanding of what others think of your company and its products and services. By getting a complete report of your customers’ feedback, it will make it easier for your company to address any concerns and help to improve your company’s performance.

Leadership is one of the fundamental building blocks of every business/organization. Without leaders, the businesses and organizations we have now wouldn’t exist. But what makes a true leader? Is a leader someone who has a vision and works with their team to establish that vision? Yes and no. A leader is much more than that. They are a mentor, the glue that keeps a team together; they don’t necessarily have to lead all the time.

It’s important as a call center manager to be able to effectively lead your team.

Vision

Let’s begin with the basics of leadership—a vision. All leaders in some way have a vision, and visions can vary across the board. Whether it’s a vision about their business and its customers, or one about the internal affairs of a business, every leader has a vision in mind that they want to strive towards. What comes next is a team.

Team

Leaders would be nothing if they didn’t have a team working with them. Now, that doesn’t mean that the leader just oversees their team and delegates assignments in order to reach the vision they have in mind, but the leader must cooperate with their team and work together. Sometimes in certain instances the “head” leader will not always lead, someone else may step up. In these cases those leaders are called “situational leaders” because they are leading due to certain situations, and are better suited to lead during that specific time.

Communication

Communicating with their team is the sure-fire way that a leader can hear the wants and needs of their team. If any adjustments need to be made for a certain setting, in order to create a productive atmosphere, the leader will find this out through effective communication. The leader can talk face-to-face or administer a survey, but a way to ensure the leader will get feedback from their team is by showing that they are invested in their team. This is why communication is so important; numerous business/organizations have had problems due to a lack of communication. Communication is key.

Potential

Realizing the potential in others is something that can be overlooked by leaders since it isn’t something at the forefront of everyone’s minds. But helping team members see the potential they have and the impact they have on their team as a whole will strengthen the team. Leaders should want to be a mentor and help their team members to exercise the abilities they have. Even if it’s an area that a team member may be lacking in, a leader should want to help them improve in that area.

Problem Solving

The truth isn’t always pretty, and when it comes to leadership, the truth is something they will deal with on a daily basis. A leader must be able to face the truth, no matter how hard it is, and be able to help their team fix whatever problem arises. They must be able to think quickly on their feet to get their team headed in the right direction to fix what needs to be fixed.

Want to improve how you lead in your company? Check out KOVA’s Verint Media Recorder Workforce Management software. This software can help you communicate with others in your business, or on your team, more effectively. It can also free up some time so you can coach some of your team members, in order to help them strengthen their abilities.

At a contact center, it can be really tricky to know how to tailor your customer service for all ages when you can’t see your caller. Still, there are a few tricks to delivering an exceptional experience every time, depending on what generation your caller belongs to.

Baby Boomers (born 1946-1964)

Baby Boomers are completely misrepresented in the media. They’re constantly seen as doddering, old, and out-of-touch; instead of being seen as wise, many are treated like children by those younger than they.

The first step to delivering superior customer service to Baby Boomers is to assess what they already know: ask how familiar they are with your services and products. This will help you avoid insulting a retired software engineer by asking her if she turned on her machine. This will save both of you time and allow her to show her knowledge so you can tailor your instructions to her needs.

This generation gathers information through relationship-building and responds well to manners and protocol. Speak with a smile and refer to your caller by Mr. or Ms. Smith instead of Bob or Nancy to make them like and trust you more quickly.

You should also consider using KOVA’s Audiolog for Contact Centers to record your calls. This software, created especially for call centers, allows a simplistic platform to record, evaluate and archive calls. These calls can be selected on-demand, and its search and retrieval functions are unparalleled. This means that after any difficult Boomer caller, your representatives have a full arsenal of case studies to evaluate what went wrong and what you can do better.

Generation X (born 1961-1979)

Generation X has been called the “Forgotten Generation,” because of its lack of a cohesive identity. This demographic is reaching middle age and enjoys receiving instructions through multiple channels: cable, digital video, apps, and websites are all popular. Over 75 percent download or stream video online at least once a month. To leverage this characteristic into a great customer service experience at your contact center, try to make your website as useful as possible; you can include YouTube videos explaining common errors, an app to report bugs or text with a representative, and even create pictorial guides to using the product.

Out of all living generations, this one also has the most capital to spend. Still, as they reach middle age, Gen Xers have more expenses and are trying to save money for their children’s schooling, purchasing a home, and saving for retirement. Avoid upselling additional services to the Generation X client, because it will seem overly promotional and phony.

Appeal to Generation X’s desire to provide for future generations and their need for stability with branding that associates your product with lasting value, security, and protection. Most of the Gen X crowd work to live rather than live to work. Use your social media channels to show them how your product makes their lives easier and more fun.

Millennials (born 1980-1995)

Millennials go by plenty of names: Generation Y, the Me Generation, Gen Selfie… they were raised with a bottle in one hand and a screen in another. They’re used to quick responses, personalized results, and new technology. Perhaps the best way to make a Millennial enjoy your customer service is to make them feel heard and respected—to do this, give them a way to provide feedback through Customer Experience Survey Software.

Millennials use their mobile phones as their primary device for the web, and they’re more likely than other generations to research a problem before calling in—in fact, many Millennials don’t feel comfortable on the phone. As such, it’s vital for contact centers to optimize their websites for mobile viewing and to post in-depth tutorials for common errors on their sites.

Because of this age group’s discomfort with phone calls and preference for on-demand service, you should prepare your staff for some difficult calls. Do this engaging in role play activities, providing extra training workshops, and having a chain-of-command in place for when a Millennial asks for a supervisor.

Here at KOVA, we want to help you deliver great customer service for all ages. Contact us today so we can help you tailor your contact center’s customer service experience to your target demographic.

 

The National Emergency Number Association, or NENA, sets strict criteria in multiple areas of the emergency response process. Its standards are the gold standard of compliance in the industry, and following them will ensure that you’re ready to meet any emergency like a pro. After all, 911 dispatchers save lives every day, and the more efficient you are, the better you are at serving the public.

NENA’s standards include the following segments: Accessibility, Agency Systems, Core Services, Interconnection & Security, NG9-1-1 Transitioning Planning, and PSAP Operations.

Accessibility

Younger generations are less comfortable than any before with phone calls, and 64 percent prefer text messaging to phone calls as their primary method of contact.

Alice, 42, is one of the people who prefer SMS to audio conversations. She has laryngeal cancer that created chronic hoarseness, meaning that it’s difficult for people to understand her through a phone.

“I don’t know what I would do if there was an emergency and I needed to call 911,” she said. “Sometimes even my friends and family don’t know what I’m trying to say, much less a complete stranger during a scary situation.”

To keep up with the changing needs of the populations, your PSAP needs to make SMS familiarity a priority if it hasn’t already. This may involve learning common text abbreviations and creating a guide to communicating with brevity. To make the service more accessible with those with disabilities, you may also consider providing alternative ways of giving feedback, like visual or nonverbal responses.

Improving Agency Systems standards

This committee tests and defines the tools your PSAP uses to make sure they’re up-to-date and able to respond to emergency calls. Many of our clients have contacted us after wondering if their dusty old equipment was in compliance of NENA standards, and instead of wondering, the easiest way to comply is to entrust KOVA with your public safety software solutions.

KOVA’s Verint Media Recorder for Public Safety suite offers the latest technology and gives you all the tools you need to comply with federal, state, board, or agency mandates for call handing evaluation and reporting.

Improving Core Services standards

While protocol may seem overly stuffy or even frivolous in the realms of etiquette or dating, in your contact center, it is absolutely essential.

Your PSAP’s resident data entry team should be intimately familiar with all format protocol, because entering the information any other way may undermine the entire 9-1-1 system architecture. A typo can endanger lives or threaten the credibility of your records.

Your dispatchers should also understand geographical zoning—in other words, which calls are routed to which place.

Interconnection & Security

This set of standards deal with the actual medium of the call, its connection, and the quality of the audio. Dropped 911 calls have caused concern in states as disparate as Tennessee and Pennsylvania in recent years.

"We expect 911 to be there throughout our entire call," Theresa Allocca, a victim's mother, said.

Your dispatchers need to understand how to handle call connection as well as the max volume of calls. If your PSAP is routinely getting congested, you’ll need to change the infrastructure to allow everyone to get through.

NG911 Transitioning

The aim of the NG911 movement is to transition from the traditional methods of operating a PSAP to a “next generation” model. This will continue to happen in the next few years, and your contact center is advised to prepare by moving as much of its data into NG911 infrastructure as possible.  While a full-featured, completely standard-based NG911 system hasn’t been developed fully, it is in the works and PSAPs should be prepared.

PSAP Operations

When the unspeakable happens, 911 is the first to be contacted by Americans in crisis. The PSAP Committee provides drills for these anomalies, from natural disasters to power outages. Your contact center needs to practice these drills regularly so that the unexpected occurs, your dispatchers are prepared.

After all, public safety answering points need to be available around the clock, every single day. No matter the technical malfunction, epidemic, or flood, your dispatchers need to be ready to react. These extenuating occasions, your traditional response protocol won’t work. You need to have contingency plans readied, implemented, communicated, activated, and evaluated.

For example, in the occasion of geographic information system failure, supervisors should tell operators to use physical maps; if half of the dispatchers are out on sick leave, the Operations Officer should know to activate the “re-routing of calls to buddy” procedure.

Public safety access points (PSAPs) like yours are the first line of defense for Americans during some of the worst times of their lives. You’re expected to be there, 24/7, no matter how difficult the call or how hard the day. There’s no understating the importance of what you do: neglecting a call can mean the ruin—or even end—of someone’s life.

Unfortunately, an Albuquerque contact center is learning that the hard way and is facing endless scrutiny after one of its dispatchers handled a call in a very poor way.

On July 28, 17 year-old Jaden Chavez-Silver was at an Albuquerque party and became the victim of a drive-by shooting. One of his distraught friends called 911 and in a moment of frustration, used profanity. The dispatcher, Matthew Sanchez, said, “Okay, you know what, ma'am? You can deal with yourself, I'm not going to deal with this, okay?" right before the line disconnected.

Although Mr. Sanchez did dispatch an ambulance while still on the call, the shooting victim was pronounced dead at the hospital. Critics are saying the teen’s death might have been avoided if the dispatcher had stayed on the line and coached the caller in lifesaving measures.

“I don’t understand why he did what he did,” Nicole Silver, the victim’s mother, said.

The dispatcher, Matthew Sanchez, had been a 911 dispatcher for 3 years and 5 months. He quickly tendered his resignation. The Albuquerque Fire Department is now under investigation to see if Sanchez handled any other calls improperly during his tenure there.

Chris Carver, an operations director for NENA, said that hiring the right people can sometimes be more important than training. "They need to be professional at all times, detail-oriented, be able to handle stressful situations ... It isn't something everyone can do," Carver said. "It's a very specific set of skills that can be hard to find."

In the wake of this tragedy, remind your dispatchers exactly what’s at stake during each and every call—no one can afford to lose his cool or respond in any way except calmly and professionally. Review KOVA’s helpful tips on how to deal with a difficult caller, and consider calling a special meeting to remind your staff.

You might also find it useful to utilize our Verint Media Recorder for Public Safety software to record, search, and evaluate your dispatchers on a regular basis to avoid the trouble the Albuquerque Fire Department is now under.

In other top news, there’s talk within the Federal Communications Commission (FCC) of ending a nearly 20 year-old rule that says that wireless phones must be able to dial emergency services even after the owner stops paying for service.

The FCC says its proposal is due to popularity of low-cost plans, as well as problems the rule has created for PSAPs. In some parts of the country, 90 percent of 911 calls received from phones without service were fraudulent, and three out of four of those were made by kids playing with old phones. These false 911 calls slow down responses to legitimate calls and divert resources.

Wireless phones without service are also enjoyed by pranksters, because they’re harder to trace. These prank calls are a major distraction for dispatchers.

Still, some people are against the rule reversal. Critics say that some people rely on the wireless service without regular service for emergencies, such as lower-income, elderly, and disabled populations.

One way to deal with these fraudulent calls is to use KOVA’s Audiolog for Public Safety software, which can record calls full-time, on-demand, by event, or when scheduled. Having a record of these false calls makes it easier to identify and prosecute repeat offenders.

There’s a lot to learn for the savvy contact center supervisor who’s willing to learn from the news stories mentioned here

In the last few months, PSAPS in the news have made a splash for these top headlines. The savvy supervisor can learn from these news events and prepare themselves accordingly. Contact us at KOVA today for help upgrading your software to keep your public safety access point out of the news.

They’re the first people we call in an emergency-- our lifeline between disaster and the help we need. Emergency dispatchers are a crucial part of public safety for a myriad of reasons. They patiently talk our parents and grandparents through the tense and sometimes painful moments after a fall until help arrives. They tell police officers where to find us during threatening times like armed burglaries and abusive situations. Moreover, they’re always there when we need them.

Although they play such an important role in our lives, most of us don’t know very much about dispatchers besides the fact that they’re the voices on the other end of a 911 call. In reality, they’re so much more than call receivers. If you’re curious about what it really means to be a dispatcher, check out these 17 facts that will make you thankful for their service.

  1. They have one of the most stressful jobs in America.

    According to an article in Business Insider, emergency dispatchers routinely endure some of the most nerve-wrenching shifts in the country. On average, police, fire, and ambulance dispatchers score a 98.5 out of 100 for stress tolerance on the O*NET stress factor scoring system where higher numbers correlate with higher stress levels. In addition, the average dispatcher has a time pressure score of 68.3 and a consequence of error score of 86. For a profession that stands between life and death for many people, these scores are not surprising.

  1. Their jobs are emotionally taxing.

    Because dispatchers are the lifeline between people in dangerous situations and the help they need, they often have to talk people through some tense and fear-stricken moments. Despite the panic ringing through the lines, dispatchers know they have to remain calm even in the most dire situations. Needless to say, constant exposure to the fear and crises of others is distressing to compassionate people, and dispatchers do their work in the midst of it all.

  1. They must be able to respond to every type of call.

    There are many types of emergencies, and dispatchers are trained to respond to all of them. From broken bones to burning buildings to hostage situations, every emergency dispatcher must know how to respond to each of them quickly and accurately, sending out the proper code to the appropriate first responders. This, of course, takes an impressive amount of mental clarity and focus.

  1. They listen to life’s worst moments - all day.

    Some 911 calls involve minor cuts and fender benders, but others are far more serious. Perhaps even dozens of times per day, dispatchers respond to calls of people minutes away from death or from family member fearing the worst for an unresponsive loved one. Although such calls can be emotionally jarring, dispatchers must remain calm and level headed in spite of the crisis on the other end of the line.

  1. More than likely, they work when you’re asleep.

    Emergencies don’t just operate from 9 to 5, and neither do dispatchers. If you know anyone who is a dispatcher, chances are that they’re getting home from their shift as you’re brewing your morning coffee. Just like police officers, firefighters, and ER nurses and doctors, dispatchers routinely stay up all night to answer emergency calls.

  1. They have to think at light speed.

    When an emergency situation arises, dispatchers have to know what to do based on the caller’s information at any given moment. Oftentimes, the caller with the emergency is frantic, disoriented, or unable to communicate clearly for a number of reasons, so the dispatcher must quickly construct a plan of action based on fragmented information he or she is being given on the other end. However, dispatchers are trained to accurately instruct the callers as to what they should do in the given situation as well as contact the proper response teams and give them the essential details. Quick-thinking is a must for potentially life-saving scenarios.

  1. They don’t get paid much.

    For all the hard work that they do to get us the help we need when we need it most, did you know that on average, dispatchers receive only around $36,000 annually? Many dispatchers work 12-hour shifts seven days per week - that’s 84 hours, and they may be during night shifts. Since dispatcher jobs typically require no college degree and are not considered specializations, the relatively low salary may not be surprising to most. Yet, a dispatcher serves one of the most important roles in the emergency response system.

  1. You need to tell them exactly where you are.

    Although technology has advanced through GPS service and other call center innovations, one of the most important parts of communication between a caller and a dispatcher is location. Although they can technically trace the call, giving your exact location information will speed up the process drastically, possibly making a lifesaving difference for you or whoever is in need of immediate aid. The faster they can know where you are, the faster help can come.

  1. You need to listen to their instructions.

    Another critical component of 911 calls is the dispatcher's instructions to the caller. Although they can’t be there physically when disaster strikes, they are trained in discerning what to do when that happens. As the caller, you will most likely be their “eyes and ears” on the other end of the line, and doing exactly as they tell you to do in an emergency could save a life. Trust them and do as they instruct until help arrives. In some cases, dispatchers have helped people navigate through severe medical emergencies and even dangerous situations involving hostage crises and armed robberies.

  1. They are experts at keeping calm and keeping you calm.

    How are dispatchers able to take control of an emergency situation over the phone? The key is in remaining calm at all times. For one thing, most callers are in a panic when they dial 911. In addition, it is true that some calls can be rather jarring even for the dispatcher depending on the situation at hand. For this very reason, dispatchers are trained to remain exceptionally calm under all this pressure in order to help facilitate the best outcome for those suffering emergencies. Not only does remaining calm give them a clear head to give the proper instructions, make the right transfers, and relay the right information to get help on the way, but they also calm the callers down, which is equally important in tense situations.

  1. They cover for each other no matter what.

    On very rare occasions, there are times when not every dispatcher can make it to his or her station due to sickness, car trouble, or perhaps even an emergency of their own. When this happens, however, someone always pitches in to fill their space for as long as needed. Quite often, dispatchers will have to extend their already long shifts in order to cover for others when this happens. But there’s no room for grumbling and complaining in these situations, and everyone on a dispatch unit knows this very well. In short, they do whatever it takes to make sure that someone is always at the end of the line when you need them.

  1. They are a family.

    While working under intense pressure in such close proximity to one another may become aggravating at times, to say the least, at the end of the day, dispatchers as a whole are strongly united by the common bond of their life-saving profession and care for those in need. Teamwork is absolutely critical in a dispatcher’s work environment, and by working together to continue saving countless lives seven days a week, most dispatchers say they wouldn’t trade this camaraderie and collective sense of love and selflessness for anything in the world.

  1. They care about you.

    Who would work 12-plus hour shifts, every day of the week, birthdays and holidays, if they didn’t care about what they were really doing? Dispatchers are there because they care. They know that they’re a crucial asset to public safety, and they won’t stop at anything until help arrives at your location, wherever you are. In fact, many dispatchers end up turning what they thought would be a temporary job in the emergency call center into an entire career for the sheer reward of helping save live every day.

  1. They stay on the line for as long as you need them to.

    A dispatcher’s work is never done until the necessary personnel arrives on the scene. Dispatchers know that they are in most cases the only qualified voice around to give proper instructions in emergency situations, and they won’t even think about hanging up until they know that you or the person on whose behalf you’re calling is being taken care of by professionals.

  1. You should only call 911 for actual emergencies.

    It seems like common sense, but you may be surprised at some of the things that dispatchers are told are “emergencies” by callers. Did McDonald’s get your order wrong? Don’t call 911. Did a four wheeler speed across your front lawn at night, leaving two-inch-deep tire tracks all over the yard? Still not a 911 emergency. However, if you or someone around you is hurt enough to go to the ER, you sense some suspicious and dangerous activity around you, there is a break-in, or something is on fire that shouldn’t be, then call 911. Emergency dispatchers handle real emergencies, and the more non-emergency calls they receive, chances are that you could be taking valuable time away from those in true emergencies. On that note, do save your thank you or appreciation letters for the mail or the internet.

  1. Emergency dispatchers can actually suffer from PTSD.

    Even if they’re not physically witnessing a crisis as it unfolds, emergency dispatchers are in the midst of it nonetheless when they stay on the line. Quite often, they listen to horrors unfold on the other end multiple times a day, whereas many people have never experienced anything close to the real life situations dispatchers handle on a daily basis. To add to the stress of being present within each situation, the dispatcher on the line never knows the outcome of the situation, unless perhaps it appears on the news. Sadly, few people truly recognize the emotional toll answering crisis after crisis has on people serving in this line of work, and many of them end up with PTSD, diagnosed and undiagnosed.

  1. Dispatchers need to learn new technology quickly.

    Last but not least, in the ever-changing world of call center technology, dispatchers must always be on top of their game each time a new system is implemented. New developments in caller ID, interoperability networks, advance tracking systems, and other technological innovations designed to improve and speed up communication on all fronts are becoming increasingly more common. Thus, dispatchers must learn - and learn quickly - how to integrate these new programs into their daily work routines and help others along in the process.

Despite their long hours, endless pressures, and nerves of steel when it comes to handling emergencies, dispatchers are still compassionate and have some of the biggest hearts.  The next time you see a dispatcher, be kind to them and thank them for everything they do to keep you and your community safe.

The other day, I ran into a friend on the bicycle trail near my neighborhood. We both espoused how happy we were to be enjoying the summer weather, exercising, and saving a little bit of gas money by riding our bikes. “Why doesn’t everyone do this?” I said, intending it to be a rhetorical question.

Laughing a little bit, my friend told me about his adult daughter, Michelle, who at age 22, still couldn’t ride a bike. My friend and his wife had tried to teach her as a child, but as soon as they let go, she would startle and fall. She didn’t learn, my friend said, until a few months ago, when her boyfriend bought her a bicycle for Valentine’s Day with the intent of teaching her. What he didn’t account for, after purchasing the bike, however, was that he had no way of fitting it in his car—so he rode it to her college dorm across town to surprise his girlfriend.

Picture that, a 6’ 3” college boy in all black, riding a tiny pink cruiser with streamers on the handle bars down a busy intersection in a college town. My friend was still laughing when she told me about the sweet gesture.

Still, despite the goofy visual and the thoughtful intention, I couldn’t stop thinking about how dangerous it was. In 2010 in the US, almost 800 bicyclists were killed and there were an estimated 515,000 emergency department visits due to bicycle-related injuries. Summer is a particularly dangerous time for this fantastic hobby, and we at KOVA put safety first.

Here are some safety tips for cycling to keep in mind for your family.

Wear a Helmet

According to a 1989 study in the New England Journal of Medicine, riders with helmets had an 85% reduction in their risk of head injury and an 88% reduction in their risk of brain injury. Do you wear a seatbelt in the car, wear sunscreen at the beach, or have a working battery in your home smoke detector? Wearing a helmet should be a similar no brainer—that is, if you want to keep your brain in tip-top condition! This is the best way to keep your kids safe outside when they’re on their bikes.

I have lost my friend in bike accident 2 and half years back. Please use helmet and safety jackets #HelmetAwarenessByAJITHFans

— HBD ❤ ROGER FEDERER (@JonasThala) June 24, 2015

 

Make Sure Your Bike Fits

Stand over your bicycle. There should be 1 to 2 inches between you and the top bar if you’re using a road bicycle and 3 to 4 inches if you’re riding a mountain bike. The seat should be level front to back, not tilted at all. The seat height should be adjusted to allow a slight bend at the knee when the leg is fully extended. The handlebar height should be at the same level with the seat.

Be Seen

Teach your family to wear reflective, bright, or even neon colors when biking on or near a road. While it is cooler outside in the evening, riding at night is more dangerous when cars can’t see you. Another way to fight this problem is to place reflective stickers or tape on your bike or to install headlights.

Behave Properly

Most bike-related accidents happen because of the rider’s behavior. That means that most bike-related accidents are totally preventable as long as you remember that you can’t be too careful about public safety. Bikes are vehicles, so they must follow the rules of the road. Model proper bike safety and be a good role model by stopping at stop signs, looking before turning, checking for school buses, riding on the correct side of traffic, and yielding to cars.

Be Alert

It should go without saying, but never text and ride. Similarly, it’s a good idea to avoid wearing headphones as you ride your bike so you can properly hear any honking or calls to look out. Never, ever ride drunk—not only is it incredibly dangerous, but it’s illegal in most places as well!

We at KOVA deeply care about our communities and want you to have the best and safest summer possible. For any questions about our services, please contact us.

Looking for more ways to stay active? Biking can be a fun, safe way to get around this summer. http://t.co/PqlsRk71KE

— Every Body Walk (@everybodywalk) June 27, 2015


What are your favorite bike safety tips? Let us know below in the comments!

 

eyeusers