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Public Safety and the Internet of Things

The Internet of Things is one of the most exciting technological developments since, well...the internet. If you’re not familiar with this concept, all it refers to are objects - from toys to electric meters to watches - that are connected to the internet. There are plenty of these items connected and in use already. Most of those that have gained a lot of.
April 28th, 2016|Workforce Management|0 Comments

Omnichannel Customer Service Should Span Both the Physical and Virtual Worlds

There’s lots of talk these days about omnichannel customer service, or omnichannel customer engagement. What this industry jargon term actually means is something pretty simple. Essentially, it means that your customer is able to access your product or service no matter where they are - on their mobile devices, on your website, on your social media profile, or .
April 21st, 2016|Workforce Management|0 Comments

How Public Safety Technology Can Help Organizations During Accreditation

In the public safety arena, citizen confidence is paramount. The people that PSAPs, local law enforcement, EMS, and firefighters serve have to feel that these organizations are holding themselves to the highest standards - otherwise, the system just doesn’t work well. That’s one reason that the strongest public safety organizations place such emphasis on.
April 19th, 2016|Workforce Management|0 Comments

4 Tips for Building an Effective Knowledge Management Program

As customers become more adept at solving smaller issues through self-service channels, the problems that they contact companies for are becoming more complex. This is putting contact center agents in a challenging position, as they find themselves having to work harder, as well as smarter, in order to make sure customers leave the interaction with their issues.
April 14th, 2016|Workforce Management|0 Comments

How to Get the Most Out of Your Workforce Optimization Software

It’s been said by many that 80 percent of technology users will use only 20 percent of that technology’s features. While at first, this might seem hard to believe - after all, most of us consider ourselves to be fairly tech-savvy, at least when it comes to things like tablets and smartphones - if you were to think about it, you’d probably come up with similar.
April 12th, 2016|Workforce Management|0 Comments

24 Unique Ways to Reward Your Employees for a Job Well Done

No matter what industry you’re in, one of the most effective - and easiest - ways to help increase employee satisfaction and decrease turnover is to let your employees know how much you appreciate them. In industries that run on tight financial and time margins, like public safety and contact centers, employee rewards often end up being pushed onto the.
April 7th, 2016|Workforce Management|0 Comments

Getting Customer Self-Service Right

It’s no secret that customers today are demanding effective self-service options from the contact centers they interact with. From financial services to retail to technology services, contact centers in industries of all types are realizing that offering self-service options is the only way to keep their customers loyal and happy. But offering self-service and.
April 5th, 2016|Workforce Management|0 Comments
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