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 […]

How Police Body Cameras Are Helping To Solve Crimes And Prevent Accidental Injuries

Body cameras have been a growing trend in law enforcement over the past several years. In many cases, these cameras are billed as ways to keep officers accountable by providing a video record of civilian encounters. But these body cameras aren’t just about accountability. Like so many other types of public safety technology, they’re also playing […]

The Hottest Trends in Business Intelligence for Contact Centers

With the rise of big data has come an increased interest in business intelligence, or BI, software. Essentially, what BI software does is analyze an organization’s data to help zero in on where the company’s strengths and weaknesses are, as well as allow business leaders to make better-informed business decisions. Although BI software hasn’t historically been […]

4 Crucial Tips for Integrating Chatbots Into Your Contact Center

As familiar as a conversation with a real live contact center agent might be, the simple fact of the matter is that people’s increasingly hectic and unpredictable schedules make it difficult for a contact center to always have someone manning the lines, or the PC, when a customer reaches out for help. That’s where the chatbot comes in. A […]

4 Ways Public Safety Agencies Are Using Big Data

Big data is one of the most exciting and potentially useful technological advancements in the modern era of public safety. And it’s intriguing for a couple of reasons. First off, the idea of big data is a simple one, even though it’s actually revolutionary: Big data simply means that an entity receives extremely large data sets that […]

5 Key Traits of a Great Contact Center Agent

Even with an industry that’s utilizing new technological innovations like chatbots and automated phone systems, great customer service - of the human-to-human variety, that is - is still vital for the success of a contact center. But what does good customer service mean for a call center employee? What traits does one have to have to […]

The U.S. is Moving Closer to Making Smart Cities a Widespread Reality

The idea behind the smart city is as revolutionary as it is easy to grasp. In simple terms, a “smart city” is a development idea in which information systems from public safety, libraries, schools, transportation, hospitals, energy suppliers, waste management, law enforcement and beyond are integrated, allowing the officials of a city not only to make […]

Contact Centers and Cloud Technology

Cloud-based technology is one of the most exciting, and in some ways the least understood, innovations in the contact center industry today. It’s understandable why this is. On the one hand, cloud technology allows for an easier storage and portability of massive amounts of data and software, which makes establishing a fully functional contact center with customer […]