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 […]

How Workforce Optimization Can Help You Start 2016 Off Right

If you work in customer service, you've probably been hearing about the importance of the customer journey for years now. With customers having more power than ever before, their experience is paramount to a business's success. At a contact center, your agents are the ones on the customer experience frontlines - they're the people who […]

Verint SMC: How Situation Management Technology Can Help Make Our Cities and Businesses Safer

As disheartening as it is to admit it, cities and businesses today face a growing number of increasingly sophisticated threats. Acts of terrorism, cybercrime, mass shootings – these horrifying acts are becoming more and more common. These are in addition to the threats we’ve always faced, like natural disasters, accidents, and intruders. The question of […]

Five Tips for Creating Effective Customer Surveys

Getting honest customer feedback just might be one of the most difficult tasks a contact center manager has on her plate. From informal feedback, like comments a customer makes during a service call, to formal feedback, like complaints, there are countless opportunities each day to listen to and glean valuable insight from what your […]

5 Tips for Better Contact Center Agent Coaching

Training vs. coaching: although both are methods of helping a call center agent improve his or her performance, these two learning models are actually quite different. In training, a variety of methods can be used. You can offer webinars, videos, or virtual training sessions with other agents or managers. Training offers more general information for […]

Public Safety Tips for New Year’s Eve

New Year’s Eve is the last hurrah of the holiday season - one last night to enjoy big parties, overindulge in food and drinks, and celebrate with friends and family. While there’s plenty of fun to be had on New Year’s Eve, the New Year’s Eve holiday period is also one of the most dangerous […]

Crowdsourcing Public Safety

The advent of smartphones has changed a lot of things about our daily lives. We tweet and post our Facebook status on the go, we take pictures of everything from our dogs to our food, and we can summon up a song, movie, or TV show while we’re out shopping, or on the beach. Another […]

4 Ways to Show Appreciation for Public Safety Workers this Holiday Season

Police officers, firefighters, EMS workers, 911 dispatchers—these are the brave individuals who selflessly serve and protect our communities. These people have some of the most difficult, and thankless, jobs around. But they’re not in it for the thanks. These men and women do what they do out of a strong sense of duty and the […]