What Comes After Omnichannel?

Over the last few years, businesses have gone from trying to provide customer service everywhere - from phones to chat to email to Facebook to Twitter and on and on - to focusing on a few strategic channels. Many companies who have been focusing on the omnichannel approach for several years have done so with […]

The Importance of Data Capture Programs for Public Safety Agencies

Technology enables us to capture more data than we ever have before, but the key to taking advantage of so much data is knowing how to analyze it and apply that analysis in a useful way. Public safety agencies can use data capture programs to analyze data in order to find patterns that will enable […]

Public Safety Tech in 2018

Public safety is a big concern to everyone. Technology plays a major role in keeping public safety workers and citizens safe. Whether it’s an app on your phone that keeps you safe while you are walking alone at night or data encryption on your computer to protect your personal information, technology works hard for you […]

Customer Service in the Age of the Connected Consumer

Technology has enabled consumers to be connected to their various devices 24/7 if they choose to be. Smartphones can do almost every task that was once only available to owners of PC’s. With the invention of apps, smartphone users are able to stay connected to social media, the internet, and email wherever they go. In […]

How To Make Sure You’re Investing In the Right Kind of Customer Service Training

To maximize the impact of your customer service department, there are a number of training programs available which focus on a variety of different areas. There’s emotional intelligence training, team-building, and conflict management training, just to name a few. There are also multiple options available for the delivery of these programs: online, lecture, workshop, full […]

Where Customer Service is Going in 2018

Customer service will always be a priority regardless of what industry or business you’re in. It’s even more important now in 2018, when customers can easily share their views for the whole world to see on social media. A bad customer review will spread like wildfire. Many experts believe customer service is more important than […]

Health Issues for Public Safety Officers

Job-related health issues are a concern for many people in our country and around the world. Public safety officers have one of the most stressful jobs around. They need to remain calm in some of the most terrifying situations and they often work long shifts or shifts that last overnight. It’s not surprising that almost […]

How Online Communities Can Help Strengthen Your Customer Experience

Social proof is a big thing these days. It allows potential customers to see how you interact with your current customers, and what your customers think of you based on what they say about your products or services. In the information age it’s become extremely easy to obtain social proof, and online communities are one […]

How to Start the New Year Off Right with Workforce Optimization Software

As 2017 comes to a close, it’s time to start thinking about what you can do to start the new year off right. Take note of how your contact center’s performance could be improved going forward and record your goals for 2018. Once you’ve got an idea about your goals, it’s time to figure out […]

Update on NG911

The 9-1-1 emergency services network has been in place for over forty years. Communication takes place by voice using telephone and analog lines. One of the major drawbacks of this technology is the limited ability to handle overflow, which means callers can receive a busy signal - which is, of course, highly undesirable during an […]