9 Ways Contact Centers Can Improve Web Chat Interactions

As technology evolves new ways of communicating with customers, the problem of making sure that person-to-person communication does not become distorted by the digital medium is a real one. The ways we achieve customer satisfaction sometimes require special consideration. This is especially true with web chat. Missing nuances of tone and facial expressions, a chat […]

Radio Jamming A Growing Problem

It can be a matter of life and death: Private persons using radio-jamming devices to interfere with emergency responder communication. And it’s on the rise. Fire and rescue face extraordinary challenges in their efforts to save the lives and property of Americans everyday. When responding to a call for help, radio communication between responders and […]

Pulling A Team Together Around Performance Management

For any team to work and work well, there must be clear expectations and lines of communication. And there’s no way to avoid them: Performance management is key to ensure your contact center team members are all pulling in the same direction. But if it’s so important, why is there such a sense of dread […]

KOVA Is Proud To Sponsor The 2014 Police Unity Tour

The men and women of law enforcement dedicate every day to making our world a safer place. Because we know that real dedication to public safety entails risking the highest sacrifice, KOVA is deeply honored to sponsor the Police Unity Tour. History of the Tour The Tour began in early May 1997 when Officer Patrick […]

SilentPartner: Much More Than Just a Data Capture App

KOVA is excited to share a brand new video about our mobile recording platform, SilentPartner, which turns your smartphone into a multi-purpose tool for capturing data while on the go. There are some apps that help you while away the time with a game, launching birds at unstable structures or decorating virtual cupcakes with virtual […]

I Am a 911 Dispatcher

To all the men and women who dedicate their lives to serving others by becoming 911 dispatchers, we here at KOVA just want to say thank you for constantly standing by and making sure each and every caller is cared for. I am a 911 dispatcher. I am the one who responds […]

Using EMDR Therapy To Help 911 Dispatchers Cope With Trauma

During certain phases of sleep, our eyes move back and forth rapidly as we process the day’s events in our dreams. Called REM, or Rapid Eye Movement, this phenomenon is connected to the way in which our brains deal with whatever we’ve encountered whether good, bad, or indifferent. The Birth of EMDR In 1987, a […]

How To Cut Down on Contact Center Employee Absences

No matter how sophisticated your workforce management software is, the scheduling assistance it provides can’t help if the contact center employees slated to be at work disrupt plans by unexpectedly calling in sick. If employee absences are causing a problem in your contact center, don’t give up hope there are solutions! We’ve put together a […]

6 Vital Leadership Skills for PSAP Supervisors

In the fast-paced, high-stress environment that is a public safety answering point, the leadership qualities of a supervisor are vital to the smooth functioning of the dispatcher team. The rest of the PSAP staff takes its cue from management, so it’s crucial that supervisors develop and fully utilize certain leadership skills in order for their […]

Contact Center Feng Shui: How To Design Your Ideal Space

Contact center managers do everything they can to boost their employees’ morale and performance, from holding fun competitions to arranging individualized coaching. But one of the most effective ways to improve morale, and thus performance, is by providing a strategically designed space for employees to work in. The more pleasant the work environment is, the […]