Revealing the Benefits of Unified Call Center Solutions

Operating a successful call center is much like the old variety show act of plate spinning. The goal is to keep several plates, elevated by mounted sticks, spinning at the same time. In order to do this, you have to run back and forth giving slowing plates a spin. Once those plates are going, inevitably […]

How Robots Can Step in When Emergencies Arise

When Robby the Robot burst onto the scene in the 1956 movie “Forbidden Planet,” and later as a regular on the television series “Lost in Space,” the 7-foot-tall character fascinated both kids and adults. Of course fans in those days never could have imagined what a vital role robots would play for military, law enforcement, […]

Does Your Contact Center Need a Facelift?

If it has been awhile since you have assessed the effectiveness of the processes, technology, workforce management system, and productivity of your contact center, it’s time for a review. Personnel and technology are always changing and your staff needs to meet the demands. Review your current system, identify areas that need improvement, and update your […]

Tips for Reducing Stress in Your Contact Center

Regardless of the type of contact center you manage – stress levels have a tendency to run high from time to time. Not only can stress have a negative impact on a person’s health, it can also affect productivity and turnover in a contact center. Acknowledging that stress is a reality in your organization and […]

Why Recording Calls Is Crucial to a PSAP’s Success

Evaluating the voice recordings of your public-safety answering point (PSAP) staff can be a time consuming process but it is the best way to monitor the capabilities, compliance, and effectiveness of staff. If you don’t listen in once in awhile, you could be missing issues that could easily be corrected and lead to faster problem […]

Interest in BYOD Programs Is Growing – Is Your IT Department Ready?

Employees and businesses are pushing for more robust mobile workforce solutions today, and IT departments have been working to accommodate these requests. As more businesses embrace the use of mobile technology, they need to decide whether to allow employees to use personal devices for work purposes instead of company-issued devices. Bring your own device (BYOD) […]

Develop an Engaged Workforce In Your Contact Center to Boost Performance

Most successful contact center managers will tell you that they watch individual employee performance metrics very closely because they affect the company’s bottom line. If an employee is struggling to meet his or her productivity goals they could be out the door tomorrow. After all, there is no shortage of people looking for work these […]

5 Digital Trends in Customer Service That Are Not Going Away

Enterprises looking to beef up the customer service experience they provide have a wealth of contact center solutions to consider. New innovations seem to be cropping up everyday, many which embrace the digital technology currently available to keep customers – and employees – smiling. In order for any customer service initiative to be successful, it […]

How M2M and Wireless Technology Can Improve Public Safety Communications

Machine-to-machine (M2M) technology allows machines to talk to each other (send data) through wired or wireless communications, and new applications for M2M, utilizing advances in wireless technology, continue to grow in a wide range of industries. These innovations have been revolutionary both for consumers and the business world. Today we’re also seeing more government entities […]

TDoS Attacks Target Emergency Services

Telephony Denial of Service (TDoS) scams are falling under the close scrutiny of the Department of Homeland Security (DHS) and the Federal Bureau of Investigation (FBI) due to a number of attacks affecting Public Safety Answering Points (PSAPs). An increasing number of such attacks have been coming into the FBI’s Internet Crime Complaint Center (IC3)—as […]

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