Customer Service Tips for your Contact Center

Contact centers more even than sales departments are dedicated to customer service. So identifying ways to enhance the customer experience is an ideal way to take a good performance program and make it great. Principles To Please A train can’t travel meaningfully without a destination, so a common vision of where you’d like the customer […]

Using Metrics to Improve Contact Center Performance

Any time communication takes place with customers there is an opportunity to enhance the image of your enterprise. Unfortunately, there are also the pitfalls of leaving the customer with a less than satisfactory experience. Optimizing contact center metrics can be a way to better your communication with customers – and that’s a means to advertise […]

9 Ways Contact Centers Can Improve Web Chat Interactions

As technology evolves new ways of communicating with customers, the problem of making sure that person-to-person communication does not become distorted by the digital medium is a real one. The ways we achieve customer satisfaction sometimes require special consideration. This is especially true with web chat. Missing nuances of tone and facial expressions, a chat […]

Pulling A Team Together Around Performance Management

For any team to work and work well, there must be clear expectations and lines of communication. And there’s no way to avoid them: Performance management is key to ensure your contact center team members are all pulling in the same direction. But if it’s so important, why is there such a sense of dread […]

SilentPartner: Much More Than Just a Data Capture App

KOVA is excited to share a brand new video about our mobile recording platform, SilentPartner, which turns your smartphone into a multi-purpose tool for capturing data while on the go. There are some apps that help you while away the time with a game, launching birds at unstable structures or decorating virtual cupcakes with virtual […]

Using EMDR Therapy To Help 911 Dispatchers Cope With Trauma

During certain phases of sleep, our eyes move back and forth rapidly as we process the day’s events in our dreams. Called REM, or Rapid Eye Movement, this phenomenon is connected to the way in which our brains deal with whatever we’ve encountered whether good, bad, or indifferent. The Birth of EMDR In 1987, a […]

How To Cut Down on Contact Center Employee Absences

No matter how sophisticated your workforce management software is, the scheduling assistance it provides can’t help if the contact center employees slated to be at work disrupt plans by unexpectedly calling in sick. If employee absences are causing a problem in your contact center, don’t give up hope there are solutions! We’ve put together a […]

6 Vital Leadership Skills for PSAP Supervisors

In the fast-paced, high-stress environment that is a public safety answering point, the leadership qualities of a supervisor are vital to the smooth functioning of the dispatcher team. The rest of the PSAP staff takes its cue from management, so it’s crucial that supervisors develop and fully utilize certain leadership skills in order for their […]

Contact Center Feng Shui: How To Design Your Ideal Space

Contact center managers do everything they can to boost their employees’ morale and performance, from holding fun competitions to arranging individualized coaching. But one of the most effective ways to improve morale, and thus performance, is by providing a strategically designed space for employees to work in. The more pleasant the work environment is, the […]

How to Follow Up After a Career Fair

After going through extensive preparations before attending a career fair and then making the absolute most out of the actual event, don’t forget to top your career fair experience off by following up afterwards. As important as the career fair itself is, it’s the follow-up that can make or break an applicant for a position. […]