Our Top Picks of the Best Public Safety Blogs on the Web

Public safety is an ever-changing subject with so many different iterations that it’s hard to keep up. It’s important that all of these different elements work in concert with one another, so we offer a range of topics that stand alone but are interconnected at the same time. But we’re by no means the only […]

How To Determine Which KPIs Are Most Useful For Your Contact Center

Key Performance Indicators (KPIs) are a great way to focus your contact center on improvement by using the data that you generate every day. The idea is that you use several KPIs to measure different parts of your performance—call time, agent turnover rate, or first contact resolution, for example. By monitoring and measuring these KPIs, […]

How Emotional Intelligence Training Can Improve Your Call Center’s Customer Service

Think for a moment about how important it is to see the person you’re talking to in order to understand what they’re trying to say. The look on their face or their body language can clue you into what they really mean, even if their words are telling you something different. Now imagine sitting at […]

How Better 911 Call Data Can Improve Emergency Outcomes

It’s virtually impossible to overstate how precious time can be in an emergency situation, especially the time between when an emergency is called in and when public safety workers arrive. Be it a fire, a search and rescue mission or a hunt for a fugitive, every second is precious. But time isn’t the only thing […]

So You Want to Become an Emergency Dispatcher or Telecommunicator

Every important job has standards, and that’s certainly true of the positions of emergency dispatcher/telecommunicator and emergency telecommunicator. It’s a critical occupation in which an employee has to work quickly and efficiently with decisive action, because lives are quite literally on the line. In short, it’s not a job for everyone. But when a public […]

How Technology is Helping Keep Public Safety Workers and Citizens Safe

Risk is part of the job for many, if not all, public safety workers - but unnecessary risk should never be. Keeping those workers safe in the event of a natural disaster so that they can then keep the public safe is crucial, and agencies should seek the best possible ways to do so. Luckily, […]

6 Ways to Help New Contact Center Employees Succeed

Contact center work can be rewarding because it’s such a great test of quick-thinking, multi-tasking and customer service. Finding an employee who excels at all of those things can be challenging, however, and contact center work can often be the first job of a young person who’s just entered the workforce. So the challenge is […]

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 […]

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 […]

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 […]