5 Steps to a Successful Rollout of New Software

Rolling out new software like a workforce management suite or a workforce optimization suite is an exciting, yet challenging experience. As a leader in your organization, it’s up to you to make sure your workforce actually reaps the many benefits that this software offers - better productivity, easier communication, and increased efficiency among others. But […]

Proactive Customer Service For The Contact Center

In today’s world, it’s no longer good enough to only provide reactive customer service. You can’t just wait for a problem to arise and then react to it when a customer complains. Many people look at this as the contact center’s main job—dealing with problems as they arise. But that’s not a good strategy for […]

Infographic: How Monitoring Your Contact Center KPIs Can Lead You to Better Customer Service

Please feel free to post this infographic on your site. Click on the code below to copy and paste it to your site. By www.kovacorp.com/ Please feel free to post this infographic on your site. Click on the code below to copy and paste it to your site. By www.kovacorp.com/

3 Ways to Earn Your Employees’ Trust

In any working environment, earning your employees’ trust can mean the difference between good and great results. But in a workplace like a contact center, which can suffer from high turnover and low employee morale, building that trust can be a challenge. This is exacerbated by the fact that there are often hundreds of employees, […]

4 Police Technologies That Are Changing Policing

With the many mass shootings, terrorist attacks, and attacks on police that we’ve seen in the past few years, it’s clear that policing is becoming an ever more difficult and complex job. In the past, police officers fought crime with a police radio, their weapon, and problem-solving skills. Today, that’s no longer enough. As criminals […]

4 Considerations for Taking a Contact Center Global

If you’re a contact center executive considering taking your contact center operations to a global level, you’ve doubtless spent a lot of time thinking about logistics, necessary technology, hiring qualified agents, and the other considerations that global operations require. Scaling up from single-country operations to multi-country can be an overwhelming proposition. If you go in […]

Best Contact Center Advice Blogs

Running a contact center isn’t an easy job, and sometimes you’ll run into problems that you need a little help with. Don’t hesitate or feel embarrassed that you don’t know the answer. Just hop online and check out one of these fantastic blogs on contact center operations. Everything from hiring to software is covered in […]

Why Contact Centers are Moving into the Cloud

Only a few years ago, studies showed that while many contact centers were interested in moving their operations into the cloud, a significant number felt that there were still significant obstacles. Security concerns, questions about integration with existing systems, and concerns about a loss of investment in current on-premise systems were all reasons that organizations […]

How Monitoring Your Contact Center KPIs Can Lead You to Better Customer Service

Any contact center manager today knows that analytics are key when it comes to monitoring your agents’ performance. Thanks to the benefits of technology, data is everywhere - and if you have the right contact center software solutions, it’s easy to collect. Key Performance Indicators (KPIs) like call abandonment rate, first call resolution, and others […]

Technology for Peace: How Tech Can Help Reduce Violent Confrontations Between Civilians and Police Officers

As we continue to hear about the all-too-frequent shootings that are taking the lives of both police officers and civilians, it can be difficult to imagine a better future. How can we stop these shootings from happening? How can we prevent things like human error, bias, and hatred from affecting the way civilians and police […]