SilentPartner: Much More Than Just a Data Capture App

KOVA is excited to share a brand new video about our mobile recording platform, SilentPartner, which turns your smartphone into a multi-purpose tool for capturing data while on the go.  There are some apps that help you while away the time with a game, launching birds at unstable structures or decorating virtual cupcakes with virtual sprinkles. There are some that.

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.
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,.
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.
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.
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.
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.
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.
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.
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.
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.
September 8th, 2017|Workforce Management|0 Comments
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