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 […]

Tapping Into the Voice of the Customer (VoC)

Tim Whiting of Opinionlab recently wrote a great article about tapping into the Voice of the Customer (VoC) when delivering an optimal website redesign. While the article is specific to website redesign, it applies to any area of your business where you’ll have customer contact. Customer relationships are the key to any successful business, but […]

How Big Data is Powering Smart Cities Across the Country

With the advent of big data and the internet of things, new realms of possibility have opened for truly “smart” cities - cities with digitally interconnected and technologically managed infrastructures, operations, and citizen interface. The most-used definition of big data goes something like this: huge data sets that can be analyzed in order to show […]

Supporting Your Contact Center Agents During the Busy Holiday Season

Holiday season is upon us and this means an increase in sales and customer contact. While many departments of your business will feel the stress of the holiday season, contact center agents are the first line of contact with your customers, so it’s important that they maintain the highest customer service standards - no matter […]

How Contact Center Software Solutions Can Make the Holidays Go More Smoothly

The holidays bring with them some of the busiest retail shopping days all over the world. A missed call or bad customer interaction with an employee in your call center could mean a missed sale or a bad review which could lead to even more missed sales. Contact center software solutions can help make sure […]

How the Right Workforce Management Software Can Increase Employee Engagement

Employees are the heart of your contact center, yet too often, they’re disengaged and dissatisfied. When this happens, performance drops - and in turn, so does customer service and your bottom line. One way to help keep employees on task and at the top of their game is to implement workforce optimization and management software. […]

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 […]