24 Unique Ways to Reward Your Employees for a Job Well Done

No matter what industry you’re in, one of the most effective - and easiest - ways to help increase employee satisfaction and decrease turnover is to let your employees know how much you appreciate them. In industries that run on tight financial and time margins, like public safety and contact centers, employee rewards often end […]

Getting Customer Self-Service Right

It’s no secret that customers today are demanding effective self-service options from the contact centers they interact with. From financial services to retail to technology services, contact centers in industries of all types are realizing that offering self-service options is the only way to keep their customers loyal and happy. But offering self-service and getting […]

3 Ways You Can Empower Your Agents to Handle the Most Difficult Customers

Dealing with angry or unsatisfied customers is, unfortunately, simply part of the job for contact center agents. Whether a service isn’t working as it should, a product arrived damaged, or the customer was surprised by a fee they didn’t expect, every industry has its own share of customer problems - and often, it’s the contact […]

3 Ways to Boost Retention of Public Safety Communications Employees

When it comes to stressful jobs, being a 911 dispatcher has got to be near the top of the list. Dealing with anxious, scared, tense callers hour after hour, day after day, takes its toll - in fact, many 911 dispatchers end up experiencing stress-related issues that affect their personal lives, including PTSD. Combine this […]

Case Closed! Wrapping Up Cases Faster with SilentPartner

The time right before an accident can feel like it goes in slow motion; however, the events following an accident can feel like they speed by. Especially in the case of major accidents, it is important to make sure everything is properly documented and recorded. According to popular automotive insurer GEICO, it is extremely important […]

Contact Centers Will Become Even More Customer-Centric in 2016

If you’ve worked in a contact center for any span of time, you’ve witnessed firsthand the massive changes that have occurred in the industry over the past several years. For one thing, customers don’t just communicate by phone call anymore - it’s no longer even their preferred channel. Email, chat, video, and texting have all […]

How Cities are using Physical Security Management and Situational Awareness Technology

Situational awareness isn’t only being aware of your environment, it’s a concept that is now being applied on a grand scale to some forward-thinking cities. Tied in with physical security information management, it’s a way to keep everyone safe, and cities humming, while connecting a slew of trackable items with one convenient interface. Need an […]

How Mobile Apps Are Revolutionizing Public Safety

For whatever reason, public safety agencies - at least, on the city and county level - have traditionally lagged behind other industries when it comes to adopting the latest and greatest in technology. That’s beginning to change, slowly. Some cities are investing in cutting-edge technology like Smart Streetlights and situational awareness platforms, and crowdsourcing public […]

Why You Should Invest in Enterprise Feedback Management Software

As a contact center manager, you know that your center can’t succeed unless it’s truly customer-centric. From an engaged back office, to customer-focused leadership, to front-line agents who have the tools they need to keep your customers happy, the customer-centric contact center utilizes every aspect of its business to put customers front and center. Another […]

How Public Safety Technology Can Be a Cost-Effective Way to Improve Your Department’s Efficiency

When it comes to public safety organizations - especially local ones like police, fire, and EMS - there's often one obstacle to improving services that is especially hard to overcome: lack of money. This could be said of many government-run departments, but for whatever reason, public safety seems to get hit pretty hard. Many towns […]