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Integrating Social Media Into Your Contact Center’s Customer Service Offerings

Customer service has changed drastically from the days of telephone-only call centers. From automated systems to chatbots to 24/7 online service, there are certainly a lot of new ways for your contact center agents to provide your customers with excellent service.

But what about social media? Are sites like Twitter and Facebook perhaps the real future of customer service? And if that’s the case, how can your agents make sure that they’re providing the best possible service over social media? Over the past several years, social media has grown to become almost as important an element of the customer service field as those other innovations, and it’s crucial for your center to provide the best possible service through these new avenues.

Here are some tips on how to do so.

First, determine which platforms fit your needs

The first thing a contact center has to do is figure out what social media outlets to use. Which one of the many different platforms are your customers using most?

Whichever they may be, those are the ones where you need to make the most resources and agents available. While Facebook and Twitter might be the most obvious choices simply because of their overall popularity in the general population, don’t forget that there might also be concentrations of your customers on sites like Instagram, Linkedin, Pinterest and Google+, as well.

Make use of monitoring tools

There are plenty of tools out there that allow companies to keep track of their social media mentions. This capability is often built in to customer feedback software, like KOVA’s Enterprise Customer Feedback Management Software. Listening is, after all, one of the most important factors in providing excellent customer service, and there have been consumer studies done that indicate that consumers expect business to monitor their social media outlets for both positive and negative comments.

What are the issues that seem to keep coming up with the product or client your contact center is providing service for? Knowing the answer to that might help your agents provide customers with faster solutions to their problems.

Make timely responses a priority

Speed is important in every aspect of customer service, but social media is an arena where a contact center’s response has to be even faster than normal, simply because of the consumer’s expectations. […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

October 10th, 2017|Workforce Management|0 Comments

3 Ways Predictive Analytics Can Boost Your Contact Center’s Success

There’s a new idea that’s fast gaining speed in many areas of business, and it’s called predictive analytics. It’s a complex process with a relatively simple definition. Predictive analytics is a branch of advanced analytics that is used to create predictions about what might occur in the future.

By combining processes and methods including data mining, statistics, and artificial intelligence, predictive analytics programs are able to analyze huge amounts of data – both structured and unstructured – from the past to develop predictive intelligence.

Here are just a few ways that predictive analytics can help your contact center perform its tasks more efficiently.

Customer retention

Customer retention is one of the most important ways that predictive analytics can help contact centers improve their outcomes.

The traditional thinking is that it costs more money to seek out new customers than to keep the ones that already exist. In fact, some statistics suggest that it can cost almost 10  times as much to gain a new customer as it can to hold onto an existing one.

Predictive analytics can help a call center maintain and improve their customer retention rate through the use of applications like speech analytics.

By analyzing a company’s speech analytics data, and combining that with analysis of other data sets, predictive analytics programs can identify the customers who have the highest probability of ending their relationship with the company.

These customers can be flagged, which allows agents to be more focused on those specific customers and on trying to repair the relationship.

Predicting the success of follow-up contacts

When it comes to collections and sales, the rate of success on a first call can be relatively low, and it’s often necessary for a second or even a third call for your efforts to bear fruit.

Figuring out which customers actually warrant a callback isn’t always an easy process. In sales and collection situations, customers’ responses may not clear the first time around, leaving it up to the agent to figure out whether or not a follow-up call is worthwhile. This is a spotty method at best.

But using predictive analytics can make that process much more precise.

Using data like the number of times they’ve contacted or been contacted, phrases they’ve uttered, their buying history, and plenty more, a predictive analytics program can predict the likelihood […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

October 5th, 2017|Workforce Management|0 Comments

Advocating for New Public Safety Technology in Your Organization

Technological innovations come faster every year, and public safety technology is no different. Keeping up with what’s available, as well as what you may want to implement, can be a challenge for even the most well-staffed agency.

There could be some reluctance involved, as well, both from supervisors and employees, simply because they’ve grown used to what they’re using. But when the safety of the public is involved, it’s important to move past that inertia and embrace new and faster ways of doing things. After all, it could mean more lives saved.

So what’s the key to advocating for new technology and making sure your staff is ready and willing to use it? Here are some strategies that might come in handy.

Have open, honest conversations about the new technology with your staff

The first step in this process doesn’t really involve the new tech you may have your eye on at all. It simply involves talking to your staff, co-workers, and supervisors about why you want to implement a new technology.

What are your ideas, and what are their reservations? What can you do to allay some of their concerns (whether those are around budget, downtime, training, etc.)? What issues do they have that you might not have considered? Do you have all the information you want to present to them ready? Are you prepared for the answers you might receive?

These are all important questions, and they can be answered only by talking to those around you in your agency.

Bring in your PIO

A Public Information Officer’s job is often to convey facts in the most palatable way possible for public or media consumption, so why not consult with them on the best way to break the ice in terms of bringing in new technology?

These are people who are trained in communication methods, and they already have a connection with the public safety staff you want to talk to. Your PIO can help you figure out the best way possible to present your case. Remember, there’s nothing wrong with asking for help or taking advantage of a crucial resource to get your point across.

Don’t skimp on training

How will the new technology you’re thinking about be best integrated into the existing programs at your agency? How can you ensure that […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

October 5th, 2017|Workforce Management|0 Comments

How Artificial Intelligence is Changing Public Safety

Artificial intelligence is one of the most exciting concepts in our world today, whether it’s in the fanciful flights of science fiction or in our day-to-day lives. The idea of a vastly intelligent computerized system taking over many of the tasks that humans are responsible for now can be cast as a disturbing one in literature, but in the real world it can actually improve our lives immensely.

This is doubly true in the world of public safety. There was a time when it would’ve been impossible to imagine technology taking over some of the dangerous tasks that public safety workers have to deal with every day, but that time is upon us. Here are some of the ways that AI has affected and changed public safety and law enforcement.

Robotic Bomb Detection and Deactivation

One of the most direct ways that AI has become useful to public safety is in the detection and deactivation of explosive devices and materials.

It’s frightening to imagine the risk to human life that used to exist before robots were employed to go into a situation involving a bomb or other kind of explosive device and disable them. Thanks to this technology, many lives have been saved, both in terms of the general public and the brave public safety workers who were once directly in harm’s way.

Drones

However controversial the subject of drone use has become in the political arena, the fact remains that in terms of surveillance, drones have been a revolutionary innovation.

Not only are drones far easier to deploy than the traditional methods of surveillance, but they’re harder to detect, and their ability to maneuver quickly is invaluable.

A drone can soar to great heights or close in tightly, allowing it to gather information on a much wider scale than traditional surveillance ever could. And it’s worth noting that, should a drone be detected and eliminated by those under surveillance, the only damage is financial. The lives of public safety workers aren’t in any danger if a drone is lost.

Social Media Scanning

Everyone, it seems, has a Facebook or Twitter account, and that unfortunately goes for the bad guys, too. Many of us have seen the news stories of terrorist organizations like ISIS using social media to recruit new members and send messages to far-flung cells.

In […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

October 3rd, 2017|Workforce Management|0 Comments

The Evolution Of Citizen Involvement – From Neighborhood Watch To Twitter

For people across several generations in America, Neighborhood Watch signs have been a regular feature in their lives. Posted on signposts around certain neighborhoods, they signal that a group of citizens in the community is committed to working with law enforcement to keep that area safe and secure.

The Neighborhood Watch began in 1972, in a move towards involving citizenry in the fight against a high rate of crime, specifically burglaries. The idea is that “formal” control agencies like law enforcement can’t be everywhere at once. But by involving “informal” control through citizens who want a safe neighborhood, crime can be reduced and neighborhoods can take some responsibility for their own safety.

The Current State Of Affairs

Fast-forward to our current decade. The problem of crime hasn’t magically been solved, but the technology available to fight it, and involve citizens, has been drastically advanced. In fact, thanks to the internet, and especially social media, it’s now easier than ever for citizens to connect with law enforcement and report suspicious activities, crime, or vandalism in their community.

How Can Citizens Become Involved?

The Neighborhood Watch hasn’t gone anywhere. There are still thousands of Neighborhood Watches across the United States, and their classic Boris the Burglar sign is known by every would-be criminal.

But there are now many other ways that citizens can become involved in helping law enforcement keep our communities safe. Citizens now get Amber Alerts on their phones when a child is abducted. They can also tip off police about crimes through social media and their phones. Interestingly, it’s been found that people are often more forthcoming using this method than they would be in person.

In fact, in 2013, a survey from the International Association of Chiefs of Police found that over 80% of departments had used social media to help solve crimes. Another 73% said they felt social media had helped to improve relations between police and their community. That’s because social media lets normal citizens interact with departments and officers in ways they never could have before.

Humanizing Police

An interesting side-effect of law enforcement social media accounts is that in many cases they help to humanize police. When police departments respond humorously to would be trolls online, or post funny photos, they help the general public to remember that there […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

September 26th, 2017|Workforce Management|0 Comments

Shifting From Quality Management To Performance Management In The Contact Center

Performance management, quality management, and workforce management are all essential management types for a contact center. However, there are times when one comes to the forefront, and right now, performance management is trending in contact centers.

This is a departure from what we were seeing, which is a focus on quality management. It seems that increased priority is being given to individual productivity rather than the quality metrics that many contact centers are accustomed to. This doesn’t mean that quality management is suddenly unimportant, only that performance management is being used to great effect right now.

This may change again in the future, as these trends have a way of coming in and out of vogue. However, if you’re looking to shift to a more performance management based system, then you may have some questions. Here are some of the key points that you need to keep in mind about your performance management system.

Create Trust

There’s no way to successfully bring about a change in your contact center without a foundation of trust between management and your team members. This means being clear and transparent about any changes in expectations, evaluation criteria, or any other aspect of their job. Outline it all for them so that they understand the end goal.

Follow Through

There’s nothing worse for your management shift than not following through on goals and promises. Once you’ve laid out what changes will take place, and how you’ll go about implementing them, you have to see it through to the end. Otherwise, you’ll create confusion and team members won’t feel comfortable with the system or your leadership.

Identify Strengths And Weaknesses

You can use performance management to help your employees identify their own strengths and weaknesses. Use the data to show them where they excel and where their strengths lie. But instead of highlighting weaknesses, use them as an opportunity to point to areas where team members can grow.

Use Rewards

Without any kind of reward, it’s hard for team members to embrace a more performance oriented style of management and evaluation. Focusing strictly on the numbers can lead to a deterioration of your team’s morale. Setting up a reward system that works with your performance management system is a good way to maintain morale and trust within your team. They know […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

September 21st, 2017|Workforce Management|0 Comments

Ambient UX For Public Safety Officers

Ambient UX is a term that’s been around for a while, but hasn’t gained a lot of traction until recently. It refers to the way in which connections, capabilities, and content are delivered to those who need them through devices, apps, and services. The reason it’s called Ambient UX is that this delivery is meant to be seamless, continuous, and self-adjusting—providing a natural, ambient feel to the delivery.

As you can imagine, this has serious implications for public safety officers. The data that they rely on day in and day out must be delivered at the correct time, to the correct device, and in the correct context. Because of the growing number of devices that officers use—smartphones, laptops, body cameras, and radios to name a few—it’s more important than ever that Ambient UX be available to officers. It allows them to move from device to device, while knowing that the user experience will remain consistent and adapt when it needs to.

For private individuals, Ambient UX will eventually do everything from adjusting their thermostat to locking doors and dimming lights in the evening. The key is that this is all a process that feels natural to the user. The doors lock because that’s the routine before bed. The lights dim because someone is watching TV late in the evening. Users shouldn’t have to be continually fighting against what’s happening around them.

And that’s how Ambient UX needs to be for public safety officers. They shouldn’t have to feel like they’re fighting their communications or capabilities as they’re delivered. Getting a message on the radio, but also having it relayed over the phone a minute or two later is redundant and occupies attention. That’s what much of the push towards Ambient UX for officers is about—allowing them to focus more fully on their job without continuously pulling their attention away to multiple devices.

The U.S. has begun to pave the way for Ambient UX with FirstNet, the national wireless broadband network dedicated entirely to public safety. As FirstNet continues to move forward, it will provide public safety officials and officers with the interoperable system that they need.

It’s a complex feat to fully integrate all of the different devices, apps, and services that officers need to use, but the payoff can […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

September 19th, 2017|Workforce Management|0 Comments

How Police Body Cameras Are Helping To Solve Crimes And Prevent Accidental Injuries

Body cameras have been a growing trend in law enforcement over the past several years. In many cases, these cameras are billed as ways to keep officers accountable by providing a video record of civilian encounters. But these body cameras aren’t just about accountability. Like so many other types of public safety technology, they’re also playing a role in helping officers in difficult situations.

There’s plenty of evidence that body cameras are doing as much good for officers as they are for the public’s confidence in their law enforcement officials.

Providing Evidence Against Criminals

In one case, Bell County, TX found that body cameras were helping them to bring more domestic abusers to justice. The county equipped 300 of their officers with body cameras, and sure enough, fewer domestic violence cases were dismissed. What happened? Well, because of the relationship that exists between many perpetrators and victims of domestic violence, there is a tendency for the victims to recant statements or refuse to cooperate with law enforcement after the fact.

Officers would show up to a domestic violence call, but later on the case would be dismissed when the victim decided not to cooperate. With body cameras, the evidence is captured during the initial call, making it hard to disprove that the violent incident took place. That’s led to a precipitous drop in the number of domestic violence cases being dismissed.

The video doesn’t lie, and that makes it great for providing nearly irrefutable evidence for certain crimes that officers encounter.

Fewer Accidents

In any tense situation, especially those that law enforcement officers face every day, it doesn’t take much for things to deteriorate and a situation to turn violent. This is when serious accidents or mistakes can happen. But body cameras have an interesting effect on interactions between the police and civilians. While officers may be conscious that their actions are being filmed, so are the civilians.

In New Carrollton, MD, police found that when civilians knew they were being recorded, they behaved better, as well. Less combativeness from civilians and accountability for officers is a recipe for fewer dangerous confrontations that can result in accidents and liability for law enforcement agencies.

In fact, complaints against police officers fell by 88% after officers in Rialto, CA began wearing body cameras. Another telling statistic—use of force […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

September 14th, 2017|Workforce Management|0 Comments

The Hottest Trends in Business Intelligence for Contact Centers

With the rise of big data has come an increased interest in business intelligence, or BI, software. Essentially, what BI software does is analyze an organization’s data to help zero in on where the company’s strengths and weaknesses are, as well as allow business leaders to make better-informed business decisions.

Although BI software hasn’t historically been used much in contact centers, that’s starting to change. Contact center managers are realizing that BI solutions are actually a great fit for the industry – after all, BI software runs on data, and contact centers are highly effective data-gathering operations.

This is especially true if the contact center is using additional enterprise solutions as well, like Enterprise Feedback Management software or Customer Experience Survey software.

So what should you be looking for in a BI tool to implement in your contact center? Here are some key areas of development.

Data discovery

One of the biggest areas of interest in BI right now is data discovery, which is basically a more intuitive, faster method of getting data for one-off or occasional questions.

Data discovery tools, which are often embedded within larger BI suites, have a flexible functionality so that the BI data can be accessed easily, both for the purposes of analysis and general collection. Unlike data pulled from a full BI solution, results from data discovery are presented in a much more visually appealing way, without too much data query formatting or developer language.

Everything from data on basic questions, to possible future trends, to developments within an organization’s workflow can be spotted using the discovery method. That’s part of why a recent survey of 2800 BI professionals on BI trends found that it was “very important” to a majority of respondents.

Self-service

The definition of self-service business intelligence is not as obvious as the phrase would suggest. It doesn’t necessarily mean that any contact center employee can access a BI system and get the data they need.

Rather, it means that the BI data can be delivered in such a way that it can be analyzed be someone other than a data analyst.

Using the self-service model, a user would be able to work with intuitive software – a program that can anticipate what the user needs and adapt the information it provides to that purpose in simple, easy-to-understand terms – to find the data they’re looking for.

In other words, in a self-service system, the results are […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

September 12th, 2017|Workforce Management|0 Comments

4 Crucial Tips for Integrating Chatbots Into Your Contact Center

As familiar as a conversation with a real live contact center agent might be, the simple fact of the matter is that people’s increasingly hectic and unpredictable schedules make it difficult for a contact center to always have someone manning the lines, or the PC, when a customer reaches out for help.

That’s where the chatbot comes in. A chatbot is an artificial intelligence (AI) online chat tool that can respond to simple questions from customers with about 90% accuracy.

Chatbots are able to help a customer 24 hours, 7 days a week. But how do you ensure your chatbot is providing not just good, but great customer service, from resolving the issue to treating the customer with respect? Here are some best practices for using chatbots the right way.

Chatbots are most effective when they work alongside your human agents – not as a replacement for them

When chatbots first came on the customer service scene, there were many questions on how these little AI programs would end up operating. Some thought they’d replace live agents all together. Others thought the technology was a waste of time.

In the few years since they’ve become more widespread, it’s become clear that chatbots are best used as supplements, or integrations, for live customer service. This is partly because the technology just isn’t advanced enough for chatbot programs to fully fulfill customers’ needs. It’s also because, at least for now, a majority of Americans – 79% – believe that talking to chatbots is a waste of time.

Chatbots are best utilized as a way to help customers with simple questions that can be answered immediately. For the banking industry, that might be “What is my account balance?” For an IT support center, that could be “Why won’t my monitor turn on?”

Start sooner rather than later

The chatbot might be unfamiliar to many call centers, but most experts in the industry foresee widespread use within the next 5 years. If your center reacts too slowly, the competition could benefit greatly from that hesitance.

Begin the learning process now, and prepare for investment in a chatbot system fairly soon. It’s always good to remember that being caught unprepared when a new innovation rolls through the industry could doom your contact center to being left in the dust, no matter how well it’s doing today.

Make sure your chatbot is […]

All content provided on this blog are mostly opinions of the author and is only intended for informational purposes. KOVA Corporation makes no representations as to accuracy, completeness, timeliness, suitability, or validity of any information on this site and will not be liable for any errors, omissions, or delays in this information or any losses, injuries, or damages arising from its display or use. All information is provided on an as-is basis. This blog may contain external links to other sites. KOVA Corporation does not control or guarantee the accuracy, relevance, timeliness, or completeness of information of other websites, blogs, or these other links. Links to particular items in hypertext are not intended, and do not necessarily imply an endorsement or recommendation of any views expressed, products or services offered within them.

September 8th, 2017|Workforce Management|0 Comments
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