3 Often-Overlooked Benefits of a Physical Security Management System

A physical security management system has the ability to enhance security effectiveness while minimizing costs. The system allows multiple users to view events from multiple sites simultaneously so they have more information and are more prepared to deal with a security breach. A physical security management system like KOVA Corp’s Nextiva Physical Security Information Management […]

Do the Holidays Matter When it Comes to Customer Service?

Providing excellent customer service is a key component to any business regardless of the time of year, but during the holidays, customers seem to expect an even higher level of customer service. It’s a good idea to be prepared for the holiday season even if your contact center is used to providing optimal customer service […]

Helping 911 Employees Avoid Holiday Burnout

The holidays are a stressful time of year regardless of your occupation but they can be especially stressful for 911 employees. Emergency communication centers generally require shift work, overtime, holiday, and weekend work. Working during the holiday season can often lead to burnout. You’ll notice your employees are starting to get burnt out by the […]

The Latest Developments in Public Safety Technology

Public safety is going increasingly high tech. Though officers in the field are an indispensable and irreplaceable necessity, “manpower” is now being supplemented and augmented by “tech power.” From video analytics to license plate recognition to wearables and embedded sensors to drone-collected aerial imagery to digital fingerprint scanning to 3-D scanners to data-capturing apps, the […]

5 Steps to Making the Transition to a Fully-Digital Contact Center - Part 2

This is Part 2 of our post on transitioning to a fully-digital contact center. Read Part 1 here. Create an e-care contact strategy map. Develop a detailed map that illustrates which customer requests can be addressed at which touchpoints to see where digital functionality should be developed. It’s critical to keep in mind that not […]

5 Steps to Making the Transition to a Fully-Digital Contact Center - Part 1

In the recent past, digital was seen as an optional part of “business as usual.” Currently, however, digital has become so integral to the way people work, communicate, and interact, that it’s no longer an optional part of “business as usual,” but rather its defining feature. As Lindsey Anderson and Irving Wladawsky-Berger argue in their […]

Integrating Social Media Into Your Contact Center’s Customer Service Offerings

Customer service has changed drastically from the days of telephone-only call centers. From automated systems to chatbots to 24/7 online service, there are certainly a lot of new ways for your contact center agents to provide your customers with excellent service. But what about social media? Are sites like Twitter and Facebook perhaps the real […]

3 Ways Predictive Analytics Can Boost Your Contact Center’s Success

There’s a new idea that’s fast gaining speed in many areas of business, and it’s called predictive analytics. It’s a complex process with a relatively simple definition. Predictive analytics is a branch of advanced analytics that is used to create predictions about what might occur in the future. By combining processes and methods including data […]

Advocating for New Public Safety Technology in Your Organization

Technological innovations come faster every year, and public safety technology is no different. Keeping up with what’s available, as well as what you may want to implement, can be a challenge for even the most well-staffed agency. There could be some reluctance involved, as well, both from supervisors and employees, simply because they’ve grown used […]

How Artificial Intelligence is Changing Public Safety

Artificial intelligence is one of the most exciting concepts in our world today, whether it’s in the fanciful flights of science fiction or in our day-to-day lives. The idea of a vastly intelligent computerized system taking over many of the tasks that humans are responsible for now can be cast as a disturbing one in […]