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, which […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 attacks. The list goes on. […]

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 […]