Tips to Combat the Security Risks for Contact Center

The SANS Institute recently conducted a study of contact centers’ level of preparedness to handle social engineering-based attacks, in which a criminal posing as a customer tricks a CSR into revealing private account information. While progress has been made in the areas of employee awareness and even training, most contact centers still do not feel […]

KOVA Recently Awarded GSA Contract with the Federal Government

We here at KOVA are excited to announce that we have just been awarded a General Services Administration (GSA) Schedule Contract with the federal government! In case you were wondering, the GSA is the centralized authority for the acquisition and management of federal government resources. GSA Schedule Contracts assist federal employees in purchasing products and […]

5 Tips to Improve Your Call Quality Monitoring

When you monitor calls for quality in your contact center, what perception do your employees have of the process? Do they feel nervous that they’ll be caught making a mistake? Are they scared they’ll do poorly just once and then lose their job because of it? Part of an effective monitoring system is making sure […]

Implementing Social Media in your Call Center

As social media continues to play a major role in how companies engage and support their customer's needs, an increasing number of companies are evaluating whether this engagement requires its own department or if it can be incorporated into the existing customer support infrastructure. If call centers handle customer service, the question becomes how, and […]

4 Factors to Consider when Choosing UC Solutions Vendors

Effective UC (unified communications) solutions can play an integral role in streamlining the communication processes and outcomes for any contact center. As technology continues to evolve at breakneck speeds, a well-thought-out UC (unified communications) plan that allows for ongoing change can help your enterprise communicate more efficiently and ultimately, more profitably. UC has long been […]

Verint Named 2013 Speech Analytics Winner

We here at KOVA are thrilled to announce that our partner, Verint Systems, Inc., was recently honored with a 2013 Market Leader award from Speech Technology Magazine in the Speech Analytics category. In order to determine who deserves this prestigious prize each year, the publication considers the following criteria: affordability, customer satisfaction, ease of use, […]

Impact of Cloud in Contact Center Environments

A spring 2013 study by CMIQ shows that more contact center stakeholders are either planning to install or investigate new cloud and hosted technologies in 2013 and 2014, but some major factors still stand in the way. In their Spring 2013, Executive Report on Call Center Technology, Adoption, Reliability and Usability, CMIQ surveyed 111 contact […]

Getting the Most from Your Workforce Optimization Program

In the software industry, when we talk about Workforce Optimization (WFO) we’re generally referring to tools that are developed to enhance employee efficiency, streamline tasks and organizational processes, and simplify business management within the company. At KOVA, we offer a full suite of tools to facilitate those efforts that include Verint System’s Workforce Management, Quality […]

Kova Partner Verint Systems Tops the Ventana Research 2012 Value Index for APM

Kova is proud to announce that our partner Verint Systems tops the Ventana Research 2012 Value Index for Agent Performance Management (VIAPM) tools. Verint delivered the highest value on an overall weighted-evaluation measure, coming in ahead of other industry heavyweights like NICE Systems, VPI, Envision, CallCopy, OnviSource, KnoahSoft, Genesys, inContact, Aspect, and LiveOps. Ventana’s Value […]

The Basics and Benefits of a Contact Center Audit

The thought of conducting a call center audit may seem like a daunting task, but audits are a great way to determine how best to enhance your customer service operations. Through a methodical examination, audits allow you to identify areas of improvement and opportunity and take the necessary steps to put strategies and structural changes in place to reach your desired business objectives.

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