Congress Authorizes National Center for Campus Public Safety

Instances of violence on the campuses of U.S. colleges and universities are on the rise. Many institutions of higher learning have attempted to meet what has become a growing concern by crafting internal policies and procedures. While these policies are an important part of the attempt to stem violence and make colleges safer, the results […]

Awards Highlight The Critical Importance Of 911 Service

9-1-1 is a bedrock of American civil society. Without the support of state and local authorities, coupled with the tireless and at times daunting service of 9-1-1 operators, many men and women would not be alive today. In a world that is apt to take any service for granted and to marginalize the importance of […]

Celebrating National Public Safety Telecommunicators Week

You might not know it, but the week of April 13-19 is National Public Safety Telecommunicators Week, an opportunity to remember those who serve our communities in a vital capacity. Public safety is everyone’s concern. Whether on the job, at school, at home, or on the road, when an emergency happens, having a lifeline to […]

Tips to Share During 9-1-1 Education Month

April is 9-1-1 Education Month, and so to participate in this month’s efforts to educate our nation’s youth and adults about the importance of 9-1-1 service, and what to do in an emergency, we here at KOVA have assembled a list of tips to share with our readers about what to do when calling 9-1-1. […]

April is 9-1-1 Education Month

Part of educating our young about how to be good citizens is teaching them the critical lesson of how to be safe – and in the event of an emergency that threatens their safety, how to get help immediately. Teaching children early and thoroughly that 9-1-1 is not a toy, but a way to keep […]

What Contact Center Supervisors Need To Know About Acoustic Shock

Acoustic shock. It’s something you probably have never heard of, but it’s been around for over a decade. If you aren’t aware of the term, not knowing might just imperil the acoustic safety of your contact center workforce. Acoustic shock disorder (ASD) is a condition that occurs when unannounced sounds, ones that are materially different to […]

Internet Telephones Are Not All That They Seem To Be

In the modern world of digital media and wireless communication, being connected is as much a basic need as the necessity of water and electric utilities. And as with any other basic service, consumers are usually on the lookout for ways to save money. Voice over internet telephone service is an increasingly popular choice with […]

FCC Makes 911 Recommendations to Congress

The increasing array of communication devices and platforms is a challenge to emergency response services. Realizing that the current regulatory status is more a hindrance than a help, the FCC recently issued a report calling on Congress to act in the interest of 911 service providers. In many states, public safety answering points (PSAPs), because […]

Customer Service Tips for your Contact Center

Contact centers more even than sales departments are dedicated to customer service. So identifying ways to enhance the customer experience is an ideal way to take a good performance program and make it great. Principles To Please A train can’t travel meaningfully without a destination, so a common vision of where you’d like the customer […]

Using Metrics to Improve Contact Center Performance

Any time communication takes place with customers there is an opportunity to enhance the image of your enterprise. Unfortunately, there are also the pitfalls of leaving the customer with a less than satisfactory experience. Optimizing contact center metrics can be a way to better your communication with customers – and that’s a means to advertise […]