How To Go Green In Your Contact Center

How environmentally friendly is your contact center? Going green is smart not only because it helps the planet, but also because it can save your contact center money. A plan to reduce waste and get the most possible out of every resource is a vital part of any good business strategy, but it’s easy to […]

Relieving PSAP Stress Through Therapeutic Lifestyle Changes

It’s a well-documented fact that dispatchers at 911 call centers can experience much the same negative mental health effects of helping others during emergencies as first responders like EMTs and police officers do. They are just as susceptible to post-traumatic stress disorder if their need for psychological support is not met. Fortunately there are steps […]

The Dos and Don’ts of Calling 9-1-1

While 911 is a nationwide phone number, the policies governing its use vary from jurisdiction to jurisdiction. Some towns allow citizens to call 911 for any incident requiring police, fire, or medical assistance, while others restrict its use to true emergencies. But regardless of the policies in place, there are certain dos and don’ts that […]

How 911 Dispatchers Can Lessen Victim Trauma

It’s a fact that’s often overlooked, but it’s true nonetheless. A victim’s very first point of contact in an emergency is not the policeman, not the EMT in the ambulance, and not the firefighter. The first person they tell about their emergency, and the first person they receive help from is the 911 dispatcher. Any […]

Social Media and Public Safety

Could the public ever contact 911 for help via Twitter or Facebook? Though public safety answering points are far from implementing that service now, it’s actually something that’s being mulled over by key figures in the industry. Social media is already being tapped for a variety of public safety uses but there are major challenges […]

How To Prepare For An Escalated Call

It’s probably every contact center supervisor’s least favorite thing about their job: handling escalated calls. By their very nature, these calls are unpleasant at best, and day ruining at worst. Whether it’s the customer who’s demanding to speak to a supervisor, or the call center agent who has given up trying to solve the problem […]

5 Steps that Will Save you from Holiday Emergencies

As anyone who works at a public safety answering point knows, holidays are always a time of increased emergencies. Emergency call centers are on high alert when the weather takes a turn for the worst, people are traveling, alcohol is being served at parties, heaters are in use 24/7, and holiday decorations are up. Put […]

Tips for Providing Distinctive Social Media Customer Service

These days, it’s not enough to simply provide good customer service – you want to ensure that your contact center’s customer service is distinctive. It’s one thing to build rapport with customers on the phone, where you are able to listen empathetically and speak reassuringly. When providing customer service via social media, however, the situation […]

The 5 Stages of Effective Listening For Any PSAP or Call Center

Whether your call center is a customer service desk, a tech support center, a public safety answering point, a sales division, or anything in between, the most important aspect of each agent’s job is listening. Think about it. Yes, they’re there to fix problems, make sales, or help people. But all of those things are […]

Proactive Contact Center Customer Service Saves Money

Contact center workforce management is a true balancing act. What with all the intricacies of scheduling, the heavy workload of call monitoring and training, the high standards of customer service, and the expectation of short call times, it can sometimes seem overwhelming. Wouldn’t it be nice if there was a way to take control of […]