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 […]

Top Traits of the Ideal Contact Center Supervisor

Call center supervisors are expected to excel at a variety of roles and responsibilities, epitomizing the title of “multi-tasker.” Not only must they manage agents, but also handle challenging customers, organize shifts, report call center metrics to call center management and ensure that quality objectives are being achieved. They must fill the role of expert […]

Verint Media Recorder Customer Feedback – Assessing Customer Beliefs Correctly

Companies invest a considerable amount of time and money into gathering feedback from its valued customers. Despite their best efforts, most companies end up gathering inaccurate data from their customers. Verint Media Recorder Customer Feedback enables companies, especially call centers, to acquire the truth about what their customers truly think about them. Here is a […]

3 Tips for Creating the Most Effective Employee Schedule

While it is vitally important to every call center to offer quality service to customers, that cannot happen unless your employees arrive at work promptly, and when they are scheduled. Even if you use scheduling software, many small adjustments need to be made on an almost daily basis as employee needs change. Many times these […]

Public Safety Tips: Watch for School Buses This Fall!

As the school year begins, it is useful to recall that the safety of our children is a common responsibility. Because KOVA cares, we’ve gathered together some tips for public safety officials to share with their communities. As the holidays end, children who are used to the lazy days of summer suddenly have a new […]

3 Ways to Promote a Positive Call Center Work Environment

The average call center turnover rate is between 26% and 51% annually, which is hardly a surprise considering the daily challenges each call center employee faces as a necessary part of the job. While handling a call with a customer might be unavoidably stressful, the employee experience outside of calls does not have to be. […]

5 Tips for Training Your Contact Center Staff

Managing a workforce, whether it be a room of 20 people or a room of 200, is never an easy task. It is hard work that requires excellent people skills, the ability to multi-task, as well as the composure to remain calm under pressure. Being manager, you are given the job of not only handling […]

What To Look For When Purchasing Call Center Headsets

Selecting the right headset is an integral part of running a successful and profitable call center. Call center managers closely monitor the average time that an attendant spends with a customer, and are constantly working to increase efficiency and reduce that number. The type of headset that a call center attendant uses can be directly […]