Best Practices for Your Contact Center Training

As contact centers add more automated capabilities for dealing with minor customer issues, it’s becoming more and more important for your employees to be well-trained. That’s because increasingly, the issues that live contact center employees are dealing with are the more difficult, complex ones. Customers expect your contact center employee to solve whatever issue they […]

Contact Center Tips for Working with Gen Xers

It may be hard to believe, but members of Generation X, loosely defined as those who were born between the early 1960s and the late 1970s, are in their 40s now. Yes, the generation that brought you grunge music, flannel and the term “slacker,” have now been in the workforce nearly 20 years. As with […]

Contact Center Tips for Working with Millennial Agents

Depending on whom you believe, the term “Millennial” is broader than you might think. In fact, someone born anywhere from the early 1980s to the early 2000s could be considered a Millennial. But regardless of where you draw that cutoff line, Millennials are still a large portion of the United States population, with figures averaging […]

Heartwarming Stories of First Responders

There are times when being a first responder means you aren’t going to get the best end to a story. It’s part of the job that the brave police, firefighters and EMTs who help people all over this country have to accept. But thankfully, there are plenty of times when the story doesn’t end badly. […]

Contact Center KPIs That Will Boost Your Organizational Success

Analyzing KPIs is no doubt a vital way to measure how your contact center responds to your callers. But there’s a virtual avalanche of data within those figures. You can get just about every bit of information you need from your key performance indicators - but does that mean you’re getting the right information? How […]

5 More Trends That Will Continue to Transform the Contact Center Experience in 2017

Most of the customer service trends you’ll see steadily on the rise this year are ones you’re probably already familiar with. As you might expect, they involve two very important factors: efficiency and quickness. Getting the job done correctly is essential, but doing it in less and less time is the name of the game. […]

How Community Policing is Becoming a Growing Trend

Public discourse on community policing hasn’t been so high since the mid-1990s, when a citizen filmed the mistreatment of Rodney King on the streets of Los Angeles. Following the relatively recent deaths of Walter Scott, Freddie Gray, Michael Brown, and Eric Garner, community relations are of particularly great concern right now for both law enforcement […]

FirstNet And Broadband—Changing Public Safety

Technology is now being used to change and improve the quality of work and communications in nearly every industry. And as you already know, the public safety sector is no exception. Way back in 2012, the Middle Class Tax Relief and Job Creation Act was signed into law. Among other things, it created the First […]

Top 5 Law Enforcement Trends Affecting Police in 2017

Law enforcement practices are going through some changes right now, and there is a great deal of scrutiny on departments and officers around the country. Whether fair or not, there are expectations of change in law enforcement, some of which have been in the works for years, while others are brand new ideas. So let’s […]

8 Customer Service Conferences Every Contact Center Manager Should Know About

Customer service is an ever-changing industry that evolves with the consumer. Contact centers that want to be successful have to keep track of changing trends and new technology. And one of the best ways to do that? Keeping up to date by attending conferences and conventions. Since contact centers have a growing presence in the […]