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 […]

Tips For Making the Most Of A Career Fair

If you’re looking for a career in the contact center industry, the realm of public safety - or any other industry, for that matter - a great place to start your job search is at a career fair. Career fairs bring together companies who are actively recruiting new employees with job seekers who just might […]

7 Dos and Don’ts of Call Center On-Hold Music and Messages

A significant amount of time, attention, and money is invested in training a call center workforce to handle calls appropriately and provide outstanding customer service. From recording calls for quality assurance to implementing employee-training programs, contact center supervisors understand the importance of constant improvement as they strive to present their company in the best possible […]

How To Avoid Common PSAP Workforce Problems

Just as in any workplace, public safety answering points come with their own unique set of problems and sources of employee friction. But in the high-stress environment of a PSAP, these issues are often magnified, causing high rates of turnover. In order to make your PSAP run as smoothly as possible, and avoid common workforce […]

How To Go Green In Your Contact Center

How environmentally friendly is your contact center? Going green is smart not only because it helps the planet, but also because it can save your contact center money. A plan to reduce waste and get the most possible out of every resource is a vital part of any good business strategy, but it’s easy to […]

Relieving PSAP Stress Through Therapeutic Lifestyle Changes

It’s a well-documented fact that dispatchers at 911 call centers can experience much the same negative mental health effects of helping others during emergencies as first responders like EMTs and police officers do. They are just as susceptible to post-traumatic stress disorder if their need for psychological support is not met. Fortunately there are steps […]

How 911 Dispatchers Can Lessen Victim Trauma

It’s a fact that’s often overlooked, but it’s true nonetheless. A victim’s very first point of contact in an emergency is not the policeman, not the EMT in the ambulance, and not the firefighter. The first person they tell about their emergency, and the first person they receive help from is the 911 dispatcher. Any […]

How To Prepare For An Escalated Call

It’s probably every contact center supervisor’s least favorite thing about their job: handling escalated calls. By their very nature, these calls are unpleasant at best, and day ruining at worst. Whether it’s the customer who’s demanding to speak to a supervisor, or the call center agent who has given up trying to solve the problem […]

Tips for Providing Distinctive Social Media Customer Service

These days, it’s not enough to simply provide good customer service – you want to ensure that your contact center’s customer service is distinctive. It’s one thing to build rapport with customers on the phone, where you are able to listen empathetically and speak reassuringly. When providing customer service via social media, however, the situation […]

The 5 Stages of Effective Listening For Any PSAP or Call Center

Whether your call center is a customer service desk, a tech support center, a public safety answering point, a sales division, or anything in between, the most important aspect of each agent’s job is listening. Think about it. Yes, they’re there to fix problems, make sales, or help people. But all of those things are […]