Drones and Public Safety: Balancing Benefits and Concerns

Most often, drones are in the news because of their military application. We hear about drone strikes targeting terrorist cells in Iraq, or sending back surveillance images of a dangerous tribal area in Afghanistan. But drones are increasingly being used closer to home - much closer to home, in fact. Some public safety offices around […]

The Top Security Concerns for Organizations in 2016

Just as security technology continues to evolve, so too do the tools that criminals are using to commit their crimes. From hacking into secure computers, to breaking into restricted areas, the crimes that people are committing against businesses and organizations are becoming more and more sophisticated. This is one reason that more organizations are using […]

Why You Need Physical Security Information Management

Every business recognizes the importance of physical security. Whether you use something as complex as a full system of surveillance cameras and a cadre of security guards, or just a simple alarm system, security is something that no organization can do without. But what about Physical Security Information Management (PSIM)? Put simply, PSIM is a […]

How to Optimize Your At-Home Workforce at Your Contact Center

Once upon a time, the idea of working while hanging out on your couch was just a fantasy for those who couldn’t stand their jobs—people like Office Space’s Peter Gibbons, who can barely bring himself to open the door to his workplace each morning. But today, working from home is a happy reality for all […]

How Using Speech Analytics Can Lead to More Satisfied Customers

Long pauses. Changes in vocal tone. Mentioning a competitor. These are all things that happen regularly during a call from a customer to a contact center, and they can offer all kinds of information to a contact center manager—which upselling or cross-selling programs are working, how well your agents are sticking to their scripts, trends […]

What Digital Disruption Means for Your Contact Center

“Digital disruption”: it sounds like something out of an action movie. Is it a technique used by international spies? A deft method of disarming an opponent using only wifi wavelengths? Well, the CIA may know more than we do, but as far as we’re aware, digital disruption is neither of those things. In fact, it’s […]

How to Help Your Agents Beat the Post-Holiday Blues and Stay Productive

The holidays bring with them an energy and excitement that can help enliven the office throughout the month of December. But once January hits, sometimes a new atmosphere can emerge - and it’s not nearly as pleasant as the earlier one. Enter the post-holiday blues. Known for showing up once Christmas, New Year’s, and all […]

The New York Times: The Need for Upgraded 911 Service

Next Generation 911, or NG911, standards have been talked about for years now. If you’re a public safety official, you’re doubtless familiar with what the move to NG911 is concerned with: taking the current, telephone-based system and upgrading it to a digital one capable of sending and receiving SMS, video, and photos as well as […]

How Verint Media Recorder Technology Can Help PSAPs and Law Enforcement Agencies

Technology plays a vital role in all parts of daily lives, from working, to staying in touch with friends and family, to deciding what movie we’re going to stream on Netflix tonight. When it comes to public safety, however, technology can mean the difference between life and death. When someone is in a dangerous car […]

7 Trends in Contact Center Knowledge Management for 2016

As any great contact center leader knows, knowledge management is a vital—and potentially overwhelming—part of working in a large organization. It’s vital because it helps your agents stay on track and address issues correctly, which in turn makes your business more successful. It can be overwhelming because the “knowledge” in knowledge management, or KM, includes […]