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 […]

The Evolution Of Citizen Involvement - From Neighborhood Watch To Twitter

For people across several generations in America, Neighborhood Watch signs have been a regular feature in their lives. Posted on signposts around certain neighborhoods, they signal that a group of citizens in the community is committed to working with law enforcement to keep that area safe and secure. The Neighborhood Watch began in 1972, in […]

Shifting From Quality Management To Performance Management In The Contact Center

Performance management, quality management, and workforce management are all essential management types for a contact center. However, there are times when one comes to the forefront, and right now, performance management is trending in contact centers. This is a departure from what we were seeing, which is a focus on quality management. It seems that […]

Ambient UX For Public Safety Officers

Ambient UX is a term that’s been around for a while, but hasn’t gained a lot of traction until recently. It refers to the way in which connections, capabilities, and content are delivered to those who need them through devices, apps, and services. The reason it’s called Ambient UX is that this delivery is meant […]