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Kova Corp delivers reliable solutions for enterprise and security intelligence, efforts supported by our partnerships with global leaders in public safety and contact centers.

A Fresh Look At Call Center Workforce Management Part I

In most call centers, over two-thirds of operating costs are directed to personnel. As the largest single investment of your call center, staffing and scheduling efficiencies are paramount to securing a healthy bottom line. Call center workforce management is a complex process. Optimizing frontline staff’s performance while reducing costs is an ongoing concern, one of […]
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Staff Training with Workforce Management Software

Call Center Management Is A Whole With Parts Call center management is a blend of key elements that must all be in place and operational if your contact center is to be successful. Skillful team members require support by effective resources that are available when needed, employed in response to an accurately forecasted work load. […]
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Call Center Software Can Improve Customer Service

Customer service is vital to keeping your business strong and agile. But for call centers, ensuring the highest levels of customer service can be a challenge. The modes of communication call centers utilize in interacting with a customer base can distort the tone of a message. Being alert to ways telephone and chat communication can […]
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4 Ways To Bring Your Call Center To The Cutting Edge

Optimizing your call center’s performance can sometimes seem like chasing a dream. Divergent performance paths among teams and the daily difficulties of scheduling and customer service management can make prioritizing and effecting action difficult. But there are ways to help integrate performance management, team training, and customer service into a streamlined, smoothly functioning unity. By […]
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Keeping Contact Centers Fun

Who said work can’t feel like play? That person surely did not go home loving their job at the end of the day. There are many different contact center games and incentives that you can put into place in your contact center to boost employee morale - which will keep them coming back, as well […]
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The Science of Tough Contact Center Customers

After you’ve worked at a contact center for a while, you will start to notice that a lot of the people you’re talking to can be grouped into a few different categories. Some of the people in those categories, though, are harder to deal with than others. Here are some problems associated with different personality […]
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3 Common Contact Center Customer Service Mistakes

They call in every day; you talk to different ones for hours on end; you hear their problems and answer their questions: Customers. During the monotony of the workday, it’s often hard to personalize each person’s experience when they call. The process changes from quality over quantity to quantity over quality. However, the race to […]
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Emergency Dispatchers Trained To Coach CPR Save More Lives

Emergency dispatchers can make the difference between life and death. Providing the vital link between a crisis and the corresponding emergency response, dispatchers have helped make our communities safer places. But for all the good work they do, there can sometimes be a missing component in the first response they provide the public. There is […]
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NENA Holds Annual Expo

NENA, the National Emergency Number Association, promotes the awareness of 9-1-1 and international three digit emergency communication systems. With 7,000 members in 48 chapters, NENA is the only organization dedicated to 9-1-1 policy, technology, operations, and education issues. The National Telecommunications Information Administration (NTIA) sponsored three national 9-1-1 meetings in an effort to create industry […]
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How 911 Dispatchers Can Handle Frightened Callers

Working in a PSAP means you will more likely than not encounter frightened callers on a daily basis. It’s important to be able to keep these people calm when they call in so that you can get the needed information to be able to dispatch someone to them effectively, and give them the information they […]
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