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.

6 Factors to Keep in Mind When Setting Contact Center KPIs

Setting key performance indicators (KPIs) is key to your contact center’s success in hitting your business goals. However, contact center managers aren’t always clear on what KPIs need to be in place and how to tie them to the correct metrics to ensure that their operation is performing at an optimum level. If setting KPIs […]

The Benefits of a Strong Mobile VOC Solution

Voice of customer (VOC) solutions become increasingly sophisticated in capturing and analyzing customer feedback as part of call center analytics. The demands for enhanced mobility and accessibility round out companies’ requirements for truly comprehensive VOC programs. Rapid changes in mobile technology and the growing number of customers who prefer to communicate via their mobile devices are […]

Top 10 Best Practices for VOC Executives

Customer feedback provides a rich opportunity to transform comments into improved business processes and a better overall customer experience. Listening to, understanding, and acting on the VOC is critical to operational and organizational improvement. To that end, Forrester Research Customer Experience Analyst Adele Sage has assembled a top ten list of advice and best practices […]

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