The Contact Center KPIs That You Should be Tracking

We’ve all heard about how important analytics are to running a successful contact center. With the incredible amount of data that’s now available to track, there’s no excuse for not taking advantage of it. But there’s a potential downside to having all this access to trackable data, or Key Performance Indicators (KPIs). How do you […]

How To Prevent IT Disasters At Your Contact Center

Contact centers spend a lot of time and energy getting everything just right. Using analytics, they can find the best scheduling during times of heavy call traffic and even change how their agents respond to customers’ problems. Having your contact center running efficiently during normal times is a great goal, but what happens when […]

How To Gain Actionable Intelligence From Big Data

Big data has become a buzzword that gets thrown around a lot. That’s because analytics are making it easier to gather huge amounts of information and sort through them. A task that would have taken a prohibitive amount of time can now be done quite quickly. But there’s a problem. Just because you’re able to […]

Top Public Safety Blogs

Public safety is a complex topic that covers quite a bit of ground. It’s the combination of all the different and distinct ways in which we try to make society a safer and better place. When all the different facets of public safety come together and work as one, that’s when we achieve the […]

Why PSAPS Should Be Using The U.S. National Grid To Find 911 Callers

Not everyone knows it, but there are some serious issues with the ability of emergency call takers to find the location of 911 callers in the United States. The problem stems from the fact that the 911 system in the U.S. was developed with technology from around 40 years ago, when everyone had a […]

Importance Of Collaboration Between Frontline And Back Office

Your frontline and back office have different jobs to do, and that’s how it’s supposed to be. That’s because they work in two different environments. Your frontline agents work in real time, meaning a problem arises and they take the call and attempt to resolve it. They work to pursue immediate resolution, taking calls […]

Why You Should Integrate Social Media Into Your Contact Center

There’s a lot that goes into building a successful contact center culture—from training and hiring practices to the software that you use. One of the newer developments in contact center best practices is the integration of social media. Social media isn’t anything new at this point, but using it in your contact center may be […]

Issues For Public Sector Contact Centers

Running any contact center isn’t the easiest job. You have quite a number of things to keep an eye on every day—your employees’ performance, your call traffic, new technology and processes—it can all seem like a lot is on your plate from day to day. But running a public sector contact center can be even […]

Importance Of Proactive Cyber Security For Contact Centers

Cyber security has been a much-discussed topic recently, and for good reason. Cyber attacks are hitting hospitals, corporations, financial organizations, universities, and even governments. Anywhere that important, sensitive data is stored has become a target for hackers. And unfortunately, this applies to contact centers, as well. Depending on the type of business you work […]

5 Ways To Make Your Contact Center Training More Efficient And Effective

Training your contact center agents effectively is big part of running a well-organized center that performs above expectations. It’s also a big part of reducing turnover, the Achilles heel of most contact centers. In the end, it’s all related. Good training makes better agents, leading to a contact center with low turnover and great customer […]