3 Essential Trick-or-Treating Public Safety Tips

Keeping the children of our community safe is one of the primary responsibilities of a parent and, on holidays such as Halloween, a common responsibility of the entire community. Halloween time is an exciting time of year for many people, especially children. Not only can they collect dozens of pieces of candy; they can dress […]

5 Tips for Top-Notch Customer Service

For a business like a contact center, customer service is one of the keys to success. Striking the right chord between dealing with irritated clients looking for a quick solution and well-intentioned agents trying to provide the best solution can prove troublesome for many contact center employees. The key to providing better overall service, and […]

How to Limit Employee Turnover at Your Contact Center

One of the unfortunate facts of contact center management is that there is a high employee turnover in the industry. For your business, supporting this turnover can prove costly in terms of the time and money necessary to retrain dozens of people to do the same job. Instead of mastering the art of training new […]

Public Safety Tips for Keeping Kids Safe Outside

Kids naturally love the outdoors, whether it be a park or a playground. However, with this comes the parental responsibility of ensuring that your kids are safe outside, and ensuring that they know some basic tips. Here are a couple of public safety tips that we at KOVA think would be a good idea for […]

Calling 9-1-1 Is Just the Beginning

In an emergency situation, Americans are taught to call 9-1-1. The standardized emergency number has a rather short history, but has quickly become the model of what to do when you need help. With a quick call, you can be sure a team will be dispatched to your location and provide you with whatever type […]

Public Safety Tips: Neighborhood Safety for Your Children

With the start of a new school year upon us, families may have moved to new cities over the summer. We at KOVA care about your child’s safety in the neighborhood, whether they walk to or from school, take the bus, or play outside when they get home. Here are some public safety tips to […]

The Value of Culture to Customer Satisfaction

In a curious turn of events, deported Hispanics are providing call centers in Mexico with just the employees they need. Having grown up in the U.S., they are well versed in American culture and slang, unlike their outsourced counterparts in India or Pakistan, for example. Essentially Americans without the legal documentation required to remain in […]

I Am A Firefighter

KOVA is honored to praise the bravery and sacrifice of our nation's firefighters. I am a firefighter. I have seen burning death and devastation. I have seen walls crumble, roofs fall, peoples possessions perish. I have watched forests burn for days and nights. I know that fire is a living thing that eats and breathes, […]

3 Training Tips for Helping Difficult Customers

Giving guest service that will generate conversation for your company doesn’t stop at assisting friendly customers. Truly impressive employees and managers are able to help all customers, even those who call with angry complaints. The ability to calm down irate customers, no matter what kind of tough customer they are, and fix their problem will […]

How To Step In As A New Contact Center Manager

Being a contact center manager is not for the faint of heart. Stepping in as a brand new manager for a call center can be even more stressful and nerve-racking. That being said, here are a few tips to help make the transition process a little easier. Showing compassion can help you build an engaged […]