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7 Invaluable Tips for Tech Support Contact Centers

Technical support is possibly one of the most difficult areas a contact center agent can work in. As part of an off-site company, it can be challenging to get the information you need from your callers - much more  so than as part of an on-site service that can simply take a look at the device and diagnose the problem in person. So what is it that makes a good tech.
April 27th, 2017|Workforce Management|0 Comments

8 Ways Mobile Command Units are Used by Public Safety Agencies

You’ve probably seen the scene before in movies: There’s a tense hostage situation or a bank robbery gone wrong, and the police cars and SWAT teams start rolling up. And somewhere nearby, there’s a large van or truck that looks similar to the ones that UPS and FedEx drive around, but more fortified. Inside this truck are the people making the calls, making the.
April 26th, 2017|Workforce Management|0 Comments

KOVA to Attend the Harris International Users Conference

Without a doubt, the Harris Corporation is one of the standard-bearers in the field of wireless communication. Their collection of tactical radios, electronic systems, night vision equipment and antennas is about as must-have for members of the public safety community as you can get, up to and including the Federal government. That’s why their International Users.
April 20th, 2017|Workforce Management|0 Comments

Campus Safety: The New Jersey College and University Public Safety Association Conference

Maintaining and enforcing public safety are not static professions. They are constantly evolving, with new standards and requirements popping up all the time. It’s KOVA’s job to stay on top of those changes, and that’s why we’re going to be participating in this year’s New Jersey College and University Public Safety Association Conference. The conference,.
April 18th, 2017|Workforce Management|0 Comments

More Best Practices for Contact Center Training

In an age of increasingly technology-fueled contact centers, automated systems can often handle minor issues with customers. This is no doubt a good thing, both for the client and the contact center. But it also means that the larger, more complex problems are still going to need to be addressed by your staff. This gives them a higher level of responsibility than ever, .
April 18th, 2017|Workforce Management|0 Comments

How Drones Are Being Used in Public Safety

Search and rescue missions can be dangerous and difficult, and every second counts. Despite the best efforts of public service professionals who work hard to save lives, there are places and situations that are can put their lives in as much danger as the victims they’re trying to reach. So what tools can these public service agencies bring into play to help them.
April 13th, 2017|Workforce Management|0 Comments

How Verint Media Recorder Can Help Your Contact Center

Technology is a vital element, perhaps the most vital, in creating an effective contact center. Without the right tools, your contact center could fall behind the competition easily. It’s a good idea to stay on the lookout for any new tech that can help you keep up with call volume and address your customer needs better. With that in mind, we’ll be examining a.
April 11th, 2017|Workforce Management|0 Comments

Top First Responder Rescues From Around The Internet

Many times our first responders don’t always get the love and respect that they deserve. Sometimes great stories can end up getting buried under the depressing news that tends to dominate the media landscape. So we thought we’d bring you some of the best first responder rescues from around the internet, and maybe brighten your day just a bit. Returning The.
April 7th, 2017|Workforce Management|0 Comments

Customer Service Tactics for Gen Z Customers

We’ve talked before about how a contact center might need to adapt their training procedures differently for members of Generation X and Millennials (or Generation Y). Now, we’re going to look at the flip side of that equation - customer service expectations - using a different population group, Generation Z. Generation Z, or those born between 1994 and 2005, are a .
April 4th, 2017|Workforce Management|0 Comments

KOVA to Sponsor Pennsylvania APCO Conference, April 2-5

At KOVA, we’re deeply committed to helping public safety communications professionals do their jobs as effectively and efficiently as possible. After all, these are the people who help us when we’re going through the most difficult, frightening, and dangerous situations in our lives. Car wrecks. Natural disasters. Domestic violence. Terrorist.
April 2nd, 2017|Workforce Management|0 Comments
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