Why Contact Centers are Moving into the Cloud

Only a few years ago, studies showed that while many contact centers were interested in moving their operations into the cloud, a significant number felt that there were still significant obstacles. Security concerns, questions about integration with existing systems, and concerns about a loss of investment in current on-premise systems were all reasons that organizations […]

How Monitoring Your Contact Center KPIs Can Lead You to Better Customer Service

Any contact center manager today knows that analytics are key when it comes to monitoring your agents’ performance. Thanks to the benefits of technology, data is everywhere - and if you have the right contact center software solutions, it’s easy to collect. Key Performance Indicators (KPIs) like call abandonment rate, first call resolution, and others […]

Technology for Peace: How Tech Can Help Reduce Violent Confrontations Between Civilians and Police Officers

As we continue to hear about the all-too-frequent shootings that are taking the lives of both police officers and civilians, it can be difficult to imagine a better future. How can we stop these shootings from happening? How can we prevent things like human error, bias, and hatred from affecting the way civilians and police […]

Situational Awareness for Law Enforcement: Integrating Mindset with Technology

For law enforcement, situational awareness is a vital skill that many police officers work continually to improve. When you’re dealing with potential threats day in and day out, a situational awareness mindset can be key in keeping you and the community members around you safe. When you combine this mindset with the advanced situational awareness […]

Proactive Customer Service for the Contact Center: Part Two

This is the second post in our series on proactive customer service. For the first post, Proactive Customer Service for the Contact Center, click here [LINK]. Customer service has undergone a great many changes in the past decade. For one thing, customers are demanding a seamless, omnichannel experience - one that lets them contact you […]

911 Heroes—True Stories Of 911 Call Takers

Police and firefighters get a lot of praise, and rightfully so. They do the work that most of us don’t want to. They save lives and keep us safe every single day. But there’s someone who often gets forgotten in the rush to show our appreciation to first responders. That person is the 911 dispatcher—the […]

Building a Business Case for Investing in Workforce Management Software

We all have areas of our business we’d like to improve. Maybe you want your first call resolution rates to go up, so you’re working on building a better knowledge management system for your agents. Maybe you want to help your agents improve the way they handle customers, so you’re investing time into one-on-one […]

Why We Do What We Do: Working with Public Safety Organizations

It’s hard to believe that it’s been 15 years since 9/11. As we mourn for the more than 3,000 people who lost their lives on that terrible, tragic day, we want also to remember with heartfelt gratitude the first responders who rushed in to rescue so many survivors and provide emergency medical care that saved […]

How To Show Appreciation For Police Officers

Unless you have a friend or family member in uniform, you may not think about the police all that often until you really need them (or get a speeding ticket). That’s unfortunate, because even though you don’t interact with them every day, they’re out on the job all day and night protecting us and […]

Reasons Why Police Deserve Our Thanks And Respect

Too often, the hard and dangerous work that our police officers do goes unnoticed or at least unrecognized. Most people don’t really think about what police do every day in their community until they need assistance from them. There are a lot of reasons to thank your local police department, and these are just […]