Police Officers Answer the Call of Duty

It’s easy to take first responders for granted, but they sacrifice a lot every day for public safety. You can show your appreciation for police officers by saying thank you, paying for a meal, making a donation or writing a letter to the editor. Here at KOVA Corp, we work hard to improve public safety software solutions officers might use on the job. We’d like to show .
April 18th, 2018|Workforce Management|0 Comments

3 KPIs That Will Help You Measure Customer Satisfaction

Improving your software systems to better your contact center’s customer service is vital - but you can’t stop there. Simply putting new programs and processes in place, whatever they are, isn’t going to be effective unless you can obtain and analyze the data that comes out of those efforts. That’s where data analytics comes into play. So how do you find out .
April 17th, 2018|Workforce Management|0 Comments

New Drone Regulations Determine How Drones Can be Used by Public Safety Agencies

In October 2017, the Public Safety Aviation Accreditation Commission (PSAAC) and the Airborne Law Enforcement Association announced new guidelines and regulations for public safety agencies using drones as part of their efforts in law enforcement and search-and-rescue operations. These new guidelines were designed not just to get the best possible use out of this.
April 12th, 2018|Workforce Management|0 Comments

Customer Service vs. Customer Engagement – How Do You Know Which You Need?

Great contact center managers know that there’s an important difference between customer service and customer engagement. Customer engagement - and, going one step further, customer experience - is talked about much more these days, but customer service on its own still has its place in the contact center-customer interaction. Here’s a quick rundown of the.
April 11th, 2018|Workforce Management|0 Comments

One Customer Service Expert’s Take on Where Customer Experience is Heading

At the end of last year, Blake Morgan, a Customer Service expert, author, and veteran of companies like Verizon and Intel, wrote an article for Forbes magazine, Customer Service Is A $350 Billion Industry, And It's A Mess. In it, she looked over the emerging trends that are dictating the current customer service landscape, and made some surprising predictions,.
April 10th, 2018|Workforce Management|0 Comments

Why Do You Need Workforce Management Software?

The modern marketplace is a fast-changing place. In a world where information is available at the touch of a screen - not even a button anymore - companies have to work hard to manage their workforces and keep pace at the same time. Efficiency is the key to being successful in this modern world, and that goes double for contact centers, where time is of the essence.
April 5th, 2018|Workforce Management|0 Comments

Physical Security: Updates in Tech

It seems like every time you turn around, something new is happening in the world of technology. Things evolve and change at a quick pace and it’s no different when it comes to public safety. The latest developments in public safety technology include things like video analytics, drones, wearables, and data capture apps. Here’s what’s trending on the physical.
April 5th, 2018|Workforce Management|0 Comments

Best Practices in Virtual Contact Center Agent Training

Often your call center agents are literally the voice of your company. For this reason, it’s important to make sure they are trained properly and in accordance with the standards that are acceptable in your company. Following best practices for contact center training can help ensure you provide the ultimate training experience for your employees, which means you’ll.
April 3rd, 2018|Workforce Management|0 Comments

Artificial Intelligence in the Contact Center: Working with, Not Replacing, Human Agents

As effective as AI and automation can be for your contact center, in terms of managing simpler customer issues, speeding up wait times, and facilitating quick solutions, the idea of automating more of your customer service is bound to make at least some of your employees nervous. After all, they’ve no doubt heard the talk about about how automation is replacing.
April 3rd, 2018|Workforce Management|0 Comments
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