Introducing SilentPartner V2!

Up until now, when cellular phones were used on scene by emergency responders – EMS

Know the Basics of Contact Center Analytics

There are many tools that contact centers are able to leverage to get the most from their technology, systems, processes, and employees; however, full optimization comes from having the ability to analyze data gathered from the output of these functions. Analyzing this data means gaining insights and lessons that can be used to make continuous […]

Choosing the Right Public Safety Software

Choosing the right technology to support public safety initiatives is mission-critical, but can be timely and complex. According to a 2009 study, 68 percent of government information technology projects failed to deliver on time, on budget, and with required features and functions. Moreover, they are almost always extremely costly with consultant fees, the request for […]

Retain Your Best Call Center Agents

No one likes to lose good employees. It can be costly and it can disrupt workflow and productivity within the organization. And even with efforts in place to keep your top performers on board, no organization can expect zero turnover. However, there are strategies to put in place that can help retain your top call […]

The Goal of the Next Generation 9-1-1 Movement

It’s common knowledge that the country’s current 9-1-1 system, which was developed around telephone technology, is not structured to handle a rapidly changing tech culture. We are an increasingly wireless, mobile, image-sharing, data-rich society and it’s imperative that the 9-1-1 systems adapt so that it can support the many channels by which critical information can […]

Four Ways to Make Your Call Center a Happier Place

Like all business, call centers function best when its agents are happy. Call center agents are typically the first line of defense when a customer is unhappy with your organization and they must come to work prepared to resolve issue after issue -- and be able to do it with purpose, intention , and enthusiasm. […]

Building Holistic Voice of the Customer Program

Mark your calendars and save the date! On Tuesday, August 6, 2013, at 1 pm ET, Verint will be teaming up with Loyalty360 to host a webinar covering Voice of the Customer, Customer Satisfaction, and Customer Service Recovery – the three vital components in building a holistic Voice of the Customer program. Verint, Inc. […]

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 […]

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