Hiring Tips for PSAP Managers

When you’re hiring someone for a high-stress job like a 911 dispatcher, the hiring process must be as thorough and precise as possible. While there are always new hires who will end up not working out - sometimes before they even begin working - it’s important for 911 centers to do what they can to […]

Self-Service: The Next Step in Customer Service for Contact Centers

When customer service executives and thought leaders in the customer service space talk about the future of their industry these days, they almost invariably say the same thing: the future of customer service is self-service. Many companies have already bought into this idea wholeheartedly, and started offering things like detailed FAQ pages on their websites, […]

What a Customer Wants: The Relationship Between Customer Experience and Consumer Behavior (Infographic)

As a contact center manager, there’s no doubt that you spend a lot of time thinking about how to improve your customer experience. Self-service options, speech analytics, multi-channel communication, even workforce optimization software - today’s contact centers have lots of tools available to them when it comes to serving their customers. But how do you […]

How Workforce Optimization Can Improve Back Office Efficiency

Despite being part of the same business, the front office and back office rarely work very well together. The customer-facing front office is concerned with customer satisfaction and quick issue resolution. The back office is concerned with longer-term tasks - things like remaining compliant, maintaining the budget, or evaluating legal issues. Because the work of […]

3 Companies Offering Amazing Customer Service - and What You Can Learn From Them

Giving great customer service doesn’t seem like it should be that hard. Hire nice people, train them well, provide them with the tools they need to do their jobs, and amazing service should follow naturally - right? If only it were that easy. Assuming you’ve got the right people working for you (let’s leave aside, […]

Public Safety and the Internet of Things

The Internet of Things is one of the most exciting technological developments since, well...the internet. If you’re not familiar with this concept, all it refers to are objects - from toys to electric meters to watches - that are connected to the internet. There are plenty of these items connected and in use already. Most […]

Omnichannel Customer Service Should Span Both the Physical and Virtual Worlds

There’s lots of talk these days about omnichannel customer service, or omnichannel customer engagement. What this industry jargon term actually means is something pretty simple. Essentially, it means that your customer is able to access your product or service no matter where they are - on their mobile devices, on your website, on your social […]

How Public Safety Technology Can Help Organizations During Accreditation

In the public safety arena, citizen confidence is paramount. The people that PSAPs, local law enforcement, EMS, and firefighters serve have to feel that these organizations are holding themselves to the highest standards - otherwise, the system just doesn’t work well. That’s one reason that the strongest public safety organizations place such emphasis on accreditation. […]

4 Tips for Building an Effective Knowledge Management Program

As customers become more adept at solving smaller issues through self-service channels, the problems that they contact companies for are becoming more complex. This is putting contact center agents in a challenging position, as they find themselves having to work harder, as well as smarter, in order to make sure customers leave the interaction with […]

How to Get the Most Out of Your Workforce Optimization Software

It’s been said by many that 80 percent of technology users will use only 20 percent of that technology’s features. While at first, this might seem hard to believe - after all, most of us consider ourselves to be fairly tech-savvy, at least when it comes to things like tablets and smartphones - if you […]