Why 911 Dispatching is So Different Today

There was a time when public safety dispatchers would work simple phone lines, typically with one computer to help them sort through the available information to make sure that a 911 caller got the help they needed. It’s incredible to think how different the job was just 10 or 20 years ago, given the technology […]

States Deciding Whether to Opt Out of FirstNet, Dedicated Public Safety Broadband Network

As a public safety official, you’ve probably already heard of the First Responder Network Authority (typically referred to as FirstNet). It’s a high-speed broadband network specifically for first responders and public safety workers that was established by the federal government in 2012. What you might not know is that its implementation in every state is […]

Where is Public Safety Software Headed?

New technological advancements take hold so quickly these days, that we soon forget what we ever did without them. And that holds true whether it’s a technological innovation in cars, computers or in PSAPs. There have been so many changes in the way PSAP technology works over the past few decades that it’s difficult to […]

What’s the Difference Between a Call Center and a Contact Center?

The terms “call center” and “contact center” are often used in the same context, but they’re not necessarily interchangeable. Both provide ways to communicate with customers, business partners and sometimes vendors, but they aren’t the same thing. So, what exactly are the differences between a call center and a contact center? We’ve put together a […]

The Real Cost of 911 Abuse

We’ve taken a look at some of the silliest, most misguided instances of people calling 911 for the wrong reasons. And there’s nothing wrong with taking a few minutes every now and then to sit back and enjoy a funny story.. But the truth is, there’s a downside to those abuses of the 911 system […]

4 Expert Tips for Improving Your Contact Center Customer Feedback

Honest, open feedback is one of the most important elements of a strong relationship between a contact center manager and employee. A back-and-forth dialogue between a manager and his or her workforce is crucial to the success and efficiency of any good center. But there’s another kind of feedback that is even more important: The […]

5 Ridiculous 911 Call Stories

It’s incredible, really, that there are still people out there who don’t seem to know when it is and isn’t appropriate to call 9-1-1. On another level, chronicling the mystifying, often hilarious, usually misguided world of funny 911 calls makes us feel like Al Pacino in The Godfather, Part III: Every time we think we’re […]

7 Pro Tips for Contact Center Managers

Management can be a tricky job to do well, particularly when it comes to managing a call center or contact center. After all, a call center manager is dealing with both people and technology - two areas that can be challenging if you don’t have the best working for you. But there are certain things that […]

The 3 Most Important Components of Effective Call Center Technology

There are new and exciting developments happening in call center technology all the time. So many, in fact, that it can often be easy to get caught up in the lure of a new product without considering how helpful it will actually be to your center. Flashy ideas are great on the surface, but what […]

How Does Physical Security Information Management Work?

Physical security information management is one of the most important developments in the history of public safety technology. PSIM is a type of software that integrates multiple security applications and devices and runs them through a single, all-encompassing interface. Why is this so groundbreaking? Because PSIM can collect and sort data from different, unconnected security […]