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 […]

The Best Public Safety Conferences of 2017

The year is young, but 2017 already has a full slate of conferences for public security companies and employees all over the country. Various organizations have posted their plans for conferences regarding everything from technological developments in the industry to honoring public safety telecommunications workers to massive expos with a long list of vendors. Here […]

Why Technology Is Useless Without The Right People Behind It

We live in a time when technology is one of the most used words in our language. Tech has quickly worked its way into almost every part of our daily lives, as well as work and school environments. And it can be easy to hand off responsibility to new tech innovations—many times, it’s beneficial to […]

How The Right Technology Can Make You A Better Manager

Effectively managing a contact center takes a lot of organizational knowledge, people skills, and foresight. It takes more work than many people may realize to keep things running smoothly, and there are quite a few moving pieces that you have to be keeping an eye on at any given time. Technology in the workplace, and […]