KOVA Recently Awarded GSA Contract with the Federal Government

We here at KOVA are excited to announce that we have just been awarded a General Services Administration (GSA) Schedule Contract with the federal government! In case you were wondering, the GSA is the centralized authority for the acquisition and management of federal government resources. GSA Schedule Contracts assist federal employees in purchasing products and […]

Steps to find Ideal Employees for a Contact Center

There’s no question that it’s challenging to find the ideal employee to hire – one who will be a perfect fit for your individual contact center. With so many factors to take into consideration, such as previous experience, references, education, personality tests, aptitude tests, and interview performance, the decision-making process can be overwhelming. And even […]

5 Tips to Improve Your Call Quality Monitoring

When you monitor calls for quality in your contact center, what perception do your employees have of the process? Do they feel nervous that they’ll be caught making a mistake? Are they scared they’ll do poorly just once and then lose their job because of it? Part of an effective monitoring system is making sure […]

Contact Center Solutions: Help Your Workforce Increase Their Own Engagement

Think back to your school days for a minute. Were you a motivated student? Whether your answer is yes or no, there’s something to be learned from your response. If you were driven to do your best, you probably had some sort of interior motivation egging you on. Your teachers’ initiatives to keep students interested […]

Basic Info on Cloud-Based Contact Center Security

For organizations looking to establish or convert to cloud-based contact centers, addressing security and privacy issues is a critical component of the planning stages to ensure that there are no major security exposures and all compliance requirements are met. For cloud-based contact centers, availability and accessibility from the cloud is crucial. Employees need to be […]

7 Tips for Improving Listening Skills in a Contact Center

Most of what goes on in a call center involves listening. Yes, agents do need to speak, as well, in order to resolve a complaint, walk a customer through troubleshooting a problem, or make a sale. But in each and every one of those cases, listening to the customer still needs to be the top […]

Eight Great Coaching Tips for Contact Center Managers

Everyone recognizes the importance of training to the development of an effective contact center workforce. Without it, customer service levels suffer – and so does your contact center’s performance. But what about one-on-one, in-person coaching? How important is coaching to contact center performance? In order to get the best results from a coaching program, certain […]

Customer Service-Driven Marketing

Whether your realize it or not, your call center agents may be your organization's best tool in meeting its marketing objectives. When you look at some of the most successful brands, many of them rely on customer service driven models to increase their bottom lines. And in order to do this -- achieve maximum customer […]

Implementing Social Media in your Call Center

As social media continues to play a major role in how companies engage and support their customer's needs, an increasing number of companies are evaluating whether this engagement requires its own department or if it can be incorporated into the existing customer support infrastructure. If call centers handle customer service, the question becomes how, and […]

Should 911 Centers Be Funded by Cell Phone Surcharges or Taxpayer Funds?

The debate has been raging for some time now, and though petitions have been circulated online, the issue still remains. Should 911 call centers be funded by cell phone surcharges or by taxpayer funds? In New York State (as well as in seven other states across the nation), the $1.20 cell phone surcharge, which used […]