Public Safety Tips for Cycling in the Summer

The other day, I ran into a friend on the bicycle trail near my neighborhood. We both espoused how happy we were to be enjoying the summer weather, exercising, and saving a little bit of gas money by riding our bikes. “Why doesn’t everyone do this?” I said, intending it to be a rhetorical question. […]

5 Easy, High-Impact Ways to Improve Your Contact Center Culture

Contact centers are known for occasionally being tough environments to work in, but as a manager, you have the power to change that and make your agents love coming to work. Any workplace can benefit from a strong, positive company culture, especially those that are based on human relationships, like contact centers. Here are five tips that can transform […]

Are You a Contact Center Manager or a Leader?

Here at KOVA, we’re always trying to make contact centers better for the customers, the workers, and the shareholders. We believe that management has one of the greatest influences on all metrics of success, and there are a few key ways to improve the contact center environment. One of those ways is for each supervisor […]

5 Ways to Amp Contact Center FCR

One man’s jargon is another man’s key to unlocking success in his vocation, and though “FCR” may seem impossible to differentiate to some from the many other arcane acronyms that populate industry shop talk, to many contact center managers and supervisors, its importance can’t be understated. FCR, or first call resolution, is, as its full […]

Texting and Contact Center Customer Support

The average American exchanges a whopping 914 texts a month. That comes to around 30 texts a day, and the figure is doubled for those between the ages of 18-24. While some of these texts are definitely lovers exchanging xoxos and friends trading stories and jokes, many are working out scheduling conflicts or troubleshooting arrangements […]

Challenges for Rural 911 and EMS Communication Hubs

As anyone who has ever driven to meet a friend that lives on a farm knows, there are often special directions needed, vast distances to cover, and some stretches with no Starbucks, reception, or population. One gets a similar picture when imagining the challenges of responding effectively to 911 emergencies in rural areas. Rural (and […]

Hiring Veterans as Contact Center Agents

In our country, we tend to have a double standard, or somewhat bipolar attitude, when it comes to veterans. On one hand, we acknowledge them as heroes and honor their courage, hard work, and sacrifice. On the other hand, we neglect to meet their needs – whether they be those of counseling and support groups […]

Workforce Optimization: 5 Questions You Never Thought to Ask

What percentage of calls should we be recording? While there’s no hard-and-fast rule on how many calls you should be recording at your contact center, KOVA’s Audiolog for Contact Centers, powered by Verint Systems, Inc., makes it easy to record as many as you want. This contact center software allows a simplistic platform to […]

5 Public Safety Myths that are Limiting Your Success

There are many myths out there about public safety, and many people take them as fact. However, you’re in the industry of righting wrongs, fighting for justice, and keeping people safe: you’re someone who always wants the correct information. We’ve gathered five of the biggest misunderstandings about public safety software to help increase your organization’s […]

Crash Course: 4 Lessons to Learn in Your First Month at a Contact Center

Numbers are everything. Contact centers measure their success with numbers—lots and lots of numbers, from how long each customer is on hold to the length of your breaks to how many calls you take per hour. These statistics help contact center managers understand how to maximize customer satisfaction while keeping efficiency high. It might be […]