911 dispatchers rarely have a reason to laugh on the job. 90 percent of the time, they’re a lifeline for the person on the other end of the line. That’s why 911 dispatchers are often referred to as “invisible first responders.” But every now and then, someone calls with an issue that has nothing to do with life or death. Instead, it’s.

We’ve all heard about how important analytics are to running a successful contact center. With the incredible amount of data that’s now available to track, there’s no excuse for not taking advantage of it. But there’s a potential downside to having all this access to trackable data, or Key Performance Indicators (KPIs). How do you know which .

Big data has become a buzzword that gets thrown around a lot. That’s because analytics are making it easier to gather huge amounts of information and sort through them. A task that would have taken a prohibitive amount of time can now be done quite quickly. But there’s a problem. Just because you’re able to gather vast amounts of data, and even sort through it, .

  Not everyone knows it, but there are some serious issues with the ability of emergency call takers to find the location of 911 callers in the United States. The problem stems from the fact that the 911 system in the U.S. was developed with technology from around 40 years ago, when everyone had a landline, and the caller literally had to be in the building .

There’s a lot that goes into building a successful contact center culture—from training and hiring practices to the software that you use. One of the newer developments in contact center best practices is the integration of social media. Social media isn’t anything new at this point, but using it in your contact center may be something you’ve shied away from.