7 Tips for Dealing with Angry Contact Center Customers

No matter what type of contact center you run, from customer service to technical support to sales, eventually, your employees are going to have to deal with an angry customer. It’s never a pleasant experience, but there are steps that can be taken to make sure that the situation is handled as smoothly as possible, […]

4 Factors to Consider when Choosing UC Solutions Vendors

Effective UC (unified communications) solutions can play an integral role in streamlining the communication processes and outcomes for any contact center. As technology continues to evolve at breakneck speeds, a well-thought-out UC (unified communications) plan that allows for ongoing change can help your enterprise communicate more efficiently and ultimately, more profitably. UC has long been […]

9 Tips for Managing Remote Contact Center Agents

With a growing number of organizations taking advantage of the cost savings associated with at-home, or remote call center agents, managers are learning new ways of overseeing and guiding these employees. Best practices associated with managing remote agents are similar to what works well in leading traditional contact centers: hiring the right people, who are […]

Top 3 Best Practices for Contact Centers

Contact centers can be costly to an organization if they aren't structured to operate effectively and efficiently. In addition to operational excellence, contact centers must also be able to retain good employees by providing a positive work environment that supports personal and professional growth. To ensure that your contact center is functioning well on all […]

Verint Named 2013 Speech Analytics Winner

We here at KOVA are thrilled to announce that our partner, Verint Systems, Inc., was recently honored with a 2013 Market Leader award from Speech Technology Magazine in the Speech Analytics category. In order to determine who deserves this prestigious prize each year, the publication considers the following criteria: affordability, customer satisfaction, ease of use, […]

Impact of Cloud in Contact Center Environments

A spring 2013 study by CMIQ shows that more contact center stakeholders are either planning to install or investigate new cloud and hosted technologies in 2013 and 2014, but some major factors still stand in the way. In their Spring 2013, Executive Report on Call Center Technology, Adoption, Reliability and Usability, CMIQ surveyed 111 contact […]

Introducing KOVA’s New Mobile Recording Solution!

KOVA is excited to announce its latest offering: Our brand new Mobile Recording Solution! Finally, professionals on the go have a way to use their smart phones to capture critical information on site, such as interviews and photos, categorize that data on the spot by assigning it a name or number, and then instantly transmit […]

Getting the Most from Your Workforce Optimization Program

In the software industry, when we talk about Workforce Optimization (WFO) we’re generally referring to tools that are developed to enhance employee efficiency, streamline tasks and organizational processes, and simplify business management within the company. At KOVA, we offer a full suite of tools to facilitate those efforts that include Verint System’s Workforce Management, Quality […]

Kova Partner Verint Systems Tops the Ventana Research 2012 Value Index for APM

Kova is proud to announce that our partner Verint Systems tops the Ventana Research 2012 Value Index for Agent Performance Management (VIAPM) tools. Verint delivered the highest value on an overall weighted-evaluation measure, coming in ahead of other industry heavyweights like NICE Systems, VPI, Envision, CallCopy, OnviSource, KnoahSoft, Genesys, inContact, Aspect, and LiveOps. Ventana’s Value […]

The Basics and Benefits of a Contact Center Audit

The thought of conducting a call center audit may seem like a daunting task, but audits are a great way to determine how best to enhance your customer service operations. Through a methodical examination, audits allow you to identify areas of improvement and opportunity and take the necessary steps to put strategies and structural changes in place to reach your desired business objectives.