Rewarding Back Office Personnel: a Call Center’s Invisible Employees

So often, the people working in a contact center’s back office—the people who perform clerical duties, fulfill orders, approve refunds, and many other tasks, depending on the industry—are essentially invisible to the customer. It makes for an odd situation, as what they do each day actually has a huge impact on the customer experience. […]

Staying Safe During Hurricane Season

This August marked the 10th anniversary of Hurricane Katrina. We all remember the storm’s devastating effects on the city of New Orleans and the surrounding areas — but perhaps the memories that stands out the most are of the dire conditions that so many evacuees had to endure after the storm was over. From […]

Tips for Implementing a New Software System at Your Contact Center

The idea of implementing a new software system can be enough to send some managers running for the hills. It’s an understandable fear, especially for contact centers—today, there’s hardly a single job function an agent can perform fully offline, meaning that if something goes wrong during implementation, productivity goes way down. But switching to a […]

Halloween Safety Tips

Halloween is a fun, exciting, and of course, candy-filled time for children and young people. And we mustn’t forget the adults—who can resist a good costume party, after all? But like any holiday when people come out in force to celebrate, Halloween is also a time to pay close attention to safety. By doing so, […]

KOVA Adds Universal Translation Feature to SilentPartner

Public safety professionals have difficult jobs. In high-stress, crisis situations, they’re the ones whose job it is to keep a cool head and think strategically. They interact with people of all sorts on a daily basis, and often have to secure the cooperation of those people in order to do their jobs well. If those […]

How Speech Analytics Can Help PSAPs and Law Enforcement

When it comes to criminal investigations, law enforcement needs every helpful tool it can get. From mobile voice recording apps like KOVA’s SilentPartner to the multi-media recording system, Audiolog for Public Safety, there are many recent technological advancements that are helping police officers, detectives, and other public safety officials do their jobs even better. Speech […]

Speech Analytics as a Call Center Solution

We’ve written about how speech analytics are being used to help law enforcement see trends, identify underlying issues, and connect the dots between cases more efficiently. But while speech analytics software just recently became common in the public safety industry, it’s been used for some time in business settings—specifically call centers, or contact centers. Of […]

The Future of the Contact Center: Top Trends for this Year and Next

In some ways, the contact center model hasn’t changed in years. Customers call. Agents answer. Hopefully, questions are answered correctly and courteously, while problems are resolved quickly and efficiently. The overall purpose of the contact center is to facilitate customer contact, whether the center’s goal is to sell products or provide customer support. And while […]

How to Become a Customer Feedback Superhero

Contact centers are getting in customer feedback all the time. Whether it’s through a formal channel, like a survey, or an informal one, like a quick mention during a support call, customer feedback can be enlightening and useful—but only if it’s managed well. If it’s not managed well, all you have is a flood of […]

Public Safety Tips for Your College Student

It’s official: Labor Day has come and gone, and fall is in the air. Many of us parents are sending our kids off to college—some for the first time. And among all the things we’ve got to think about, from making sure our new collegiate have the right textbooks, to buying sheets, to updating the […]