End of Year Tips for Contact Centers

Contact centers sometimes get a reputation as tough places to work, but they really don’t have to be. Any job can be stressful if you’re working in an environment that doesn’t encourage productivity and success. Maybe the culture at your contact center hasn’t been as strong as you would like lately, or maybe you’re […]

Trends in Public Safety for 2016

There are plenty of different ways we keep ourselves and our loved ones safe at home, but once we leave the friendly confines of our house, we open ourselves up to a variety of new dangers. Luckily, we also have quite a few public safety measures in place to keep us safe and secure. […]

Smart, Safe Cities: GE’s Smart Streetlights to Include Gunshot Detection

When people talk about the next big thing in public safety, “smart cities” is a term that inevitably comes up. The idea behind the smart cities movement is that by utilizing technology and data, we can create cities that are sustainable, healthy, and safe—in other words, cities built for the next generation and beyond. […]

KOVA Emergency Alert Notification System 411

If you’ve browsed our public safety software solutions, you may have come across something called the KEANS service. Standing for KOVA Emergency Alert System, KEANS is installed in some of the nation’s largest airports, providing a much-needed layer of airport security for everyone in the location, from personnel to travelers. But what does KEANS do? […]

Dealing with Stress as a 911 Dispatcher

911 dispatchers, or “invisible first responders,” as they’re often called, have very difficult jobs. Day in and day out, they talk people through some of the worst or most frightening moments of their lives. From burglaries to car crashes and worse, 911 dispatchers hear it all, and they have to stay calm throughout the […]

How Videos Can Help with Contact Center Training

We’ve all seen bad employee training videos—you know, the dated, grainy, cheesy ones that show up everywhere from low-level retail job training sessions to expensive multi-day trainings for corporate managers. The hair is big, the clothes are boxy, and the message is all but pounded into our heads. Don’t steal—you’ll go to jail (cue the […]

Desk Exercises to Help Keep 911 Dispatchers Healthy and Happy

9-1-1 dispatchers have one of the most stressful jobs around. When something horrible happens, they’re the first ones to respond—that’s why they’re sometimes called Invisible First Responders. Helping people through some of the worst times of their lives for eight or 12 hours a day can take its toll, making dispatchers susceptible to work-related […]

Rewarding Back Office Personnel: a Call Center’s Invisible Employees

So often, the people working in a contact center’s back office—the people who perform clerical duties, fulfill orders, approve refunds, and many other tasks, depending on the industry—are essentially invisible to the customer. It makes for an odd situation, as what they do each day actually has a huge impact on the customer experience. […]

Staying Safe During Hurricane Season

This August marked the 10th anniversary of Hurricane Katrina. We all remember the storm’s devastating effects on the city of New Orleans and the surrounding areas — but perhaps the memories that stands out the most are of the dire conditions that so many evacuees had to endure after the storm was over. From […]

Tips for Implementing a New Software System at Your Contact Center

The idea of implementing a new software system can be enough to send some managers running for the hills. It’s an understandable fear, especially for contact centers—today, there’s hardly a single job function an agent can perform fully offline, meaning that if something goes wrong during implementation, productivity goes way down. But switching to a […]