Where Customer Service is Going in 2018

Customer service will always be a priority regardless of what industry or business you’re in. It’s even more important now in 2018, when customers can easily share their views for the whole world to see on social media. A bad customer review will spread like wildfire. Many experts believe customer service is more important than […]

Health Issues for Public Safety Officers

Job-related health issues are a concern for many people in our country and around the world. Public safety officers have one of the most stressful jobs around. They need to remain calm in some of the most terrifying situations and they often work long shifts or shifts that last overnight. It’s not surprising that almost […]

How Online Communities Can Help Strengthen Your Customer Experience

Social proof is a big thing these days. It allows potential customers to see how you interact with your current customers, and what your customers think of you based on what they say about your products or services. In the information age it’s become extremely easy to obtain social proof, and online communities are one […]

How to Start the New Year Off Right with Workforce Optimization Software

As 2017 comes to a close, it’s time to start thinking about what you can do to start the new year off right. Take note of how your contact center’s performance could be improved going forward and record your goals for 2018. Once you’ve got an idea about your goals, it’s time to figure out […]

Update on NG911

The 9-1-1 emergency services network has been in place for over forty years. Communication takes place by voice using telephone and analog lines. One of the major drawbacks of this technology is the limited ability to handle overflow, which means callers can receive a busy signal - which is, of course, highly undesirable during an […]

Sensitivity Tips for Emergency Personnel

When dealing with a crisis situation, the number one concern is getting the situation under control and making sure that the appropriate emergency services are involved. Emergency personnel don’t have time to stop and think about the sensitivity of the situation or the feelings of the people involved because the situation may involve life or […]

How to Boost Morale for Public Safety Officers During the Holiday Season

Good morale is like fitness for the mind. It helps keeps spirits high and can keep you going even when times are tough. Many of the same strategies for keeping morale high for employees in other industries during the holiday season also apply to public safety officers. Declining morale can have a drastic affect not […]

Funniest 911 Calls From Holiday Season 2017

Calling 911 is a very serious action. Sometimes, in the heat of the moment, you don’t realize what you’re going through isn’t actually an emergency. Unfortunately there are some people that are still calling 911 when it's not necessary. In the past we've shared some of our favorite funny and ridiculous 911 stories. Below are […]

Scheduling Tips for Holiday Shifts

It can be challenging coming up with a staff schedule at the best of times. Once you add the holidays to the mix, creating a schedule that everyone likes can be next to impossible. It’s a busy time of year and many employees would like to spend at least some of the holiday season relaxing […]

5 Reasons Not to Overlook Your Back Office

The back office is just as integral to your business as your customer service agents - and yet, this area of contact center business doesn’t receive nearly as much investment While the back office has undergone a lot of changes in recent years, many back offices still handle many tasks manually, and they may use […]