How to Incorporate Banked Hours into Scheduling

When it comes to agent scheduling in contact centers, flexibility is the name of the game. On the one hand, employees are always searching for flexibility in the hours they work. Contact centers, on the other hand, require flexibility so that they can supply the appropriate number of agents to keep up with varying demand. […]

5 Secrets to Running a Successful Contact Center

There are hundreds, if not thousands, of things to consider when running a contact center. From choosing the best equipment to hiring agents to optimizing the scheduling, it can be easy to get caught up in the details. Successful contact centers, however, know how to balance all of the requirements along with all of the […]

How to Handle Homeworking Agents

Virtual agents are a quickly growing trend, forcing many companies to consider the option for their company. While there are a few compromises and downsides to having virtual agents, there are a host of advantages as well. Not only are agents working from home shown to be more productive than those in a physical office […]

I Am a Veteran

This November, KOVA is honored to recognize the bravery of the veterans of the United States Military. I am a veteran. I sacrifice myself to protect you. To protect your mother, father, brother, sister and your way of life. I live to serve. I have said goodbye to my family for months at a time, […]

Contact Center Solutions

Making the decision between a softphone and desk phone can be a difficult one. Having already made the switch from a traditional switched phone network to a VoIP system, your contact center has proactively taken an important step in the process. By working on a VoIP system, you are essentially working over the Internet, which […]

3 Surefire Ways to Motivate Managers

Contact centers are a rapidly changing environment with more and more responsibility being placed on the managers who lead each individual center. These changes, which come in order to follow a customer based approach, pushes each center to evolve into a more dynamic and complex environment. Managers are expected to understand and command these complexities, […]

Why You Need LCD Monitors for Your Contact Center

When outfitting a new contact center, or refreshing the technology used in your existing contact center, it’s a good idea to take a look at how the latest hardware and software can help to make your organization function as smoothly as possible. From team member comfort and ease of use to the experience that will […]

3 Tips for Dealing With the Stress of 911 Dispatching

When many people think of first responders, police officers, fire fighters and EMTs come to mind. Although they may not be first on the scene, 911 dispatchers are actually the first responders to the emergency, listening to and helping people through difficult and often life threatening situations. Dealing with frightened callers and emergency situations can […]

Picking the Perfect Chairs for Your Contact Center

Although it may not seem like it, the furniture in a contact center is pretty significant. Finding the perfect furniture for a contact center has actually been shown to produce improvements in productivity and eliminate stress and injuries in the workplace. The demanding environment of a contact center is especially in need of comfortable chairs […]

Choosing the Best Mouse and Keyboard for Your Contact Center

Your computers already have enough tangled cords coming out of it. You can get rid of the majority of them by going wireless. The best ergonomic keyboard for your contact center will help ease carpal tunnel. However, it may not look like your traditional keyboard. Some may be wireless or have the keys rearranged differently […]