Introducing the New Insight Center Remote

KOVA is excited to announce the launch of its latest new product: InsightCenter, Remote Edition! The InsightCenter has always been a vital and valuable element in our Audiolog For Public Safety recording system, allowing users the ability to recreate an incident using audio, video, and even text recordings, all in one place. But now this […]

7 Tips for Using VoC Programs to Spur Customer Loyalty

In the business world today, relationships are everything. Purchasing decisions are often driven by the strength of the connection a consumer feels with a certain company. This rapport with a brand is what leads to true customer loyalty ─ an emotional connection with a business that turns a one-time buyer into a repeat customer. So […]

Proactive Contact Center Customer Service Saves Money

Contact center workforce management is a true balancing act. What with all the intricacies of scheduling, the heavy workload of call monitoring and training, the high standards of customer service, and the expectation of short call times, it can sometimes seem overwhelming. Wouldn’t it be nice if there was a way to take control of […]

Improving Your Contact Center Team Managers’ Leadership Skills

Ensuring that the team managers in your contact center are performing at high levels is essential to the success of your entire operation. Team managers work in close contact with your agents, so strong leadership skills are vital in inspiring them to do their best as well. Unfortunately, agents often cite incompatibility with team managers […]

6 Tips for Handling Seasonal Contact Center Staffing

Whether your contact center’s busy season comes around the holidays, in the summer, or any time in between, at some point in the year, a spike in call volume will probably necessitate the hiring of some seasonal staff. But how do you find the right employees to take those all-important peak season calls? And just […]

5 Tips for Predicting Call Volume in Your Contact Center

Every contact center is different, but no matter what type of calls your center handles, the issue of accurately predicting call volume is a vital one. If you don’t know when your contact center will be flooded with calls, you might not have enough staff on hand to deal with it. And if, on the […]

Productivity Difference between Temporary & Permanent Employees

When holidays approach, or an uptick in call volume is expected, contact centers often take advantage of the flexibility that temporary workers can provide. But just how beneficial are temporary workers, really, to a contact center’s performance level? How productive are they, compared with permanent employees? And does it matter, if they’re only being used […]

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 […]

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 […]

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