Tips for Managing Members of Generation Y

How many employees in your contact center range in age from 19 to 35? If your answer is “most of them,” you’re not alone. 58% of contact center employees are a part of Generation Y, born between 1977 and 1994. And as the media has been telling us for quite some time, this generation is […]

Required Skill Set for your Small Contact Center Manager

Good contact center managers possess a certain skill set to do well in their jobs. With many Americans reporting that they are generally unhappy with the customer service they receive from companies, it's important that the person you hire for the role is qualified and understands how to effectively manage a small contact center so […]

10 Tips for Building Customer Loyalty

Everybody knows that it costs much less to keep a customer than to attract a new one. And every interaction your contact center has with a customer is an opportunity to build on that person’s sense of loyalty to your company. By implementing the following ten tips, you can help your contact center excel at […]

Tips to Combat the Security Risks for Contact Center

The SANS Institute recently conducted a study of contact centers’ level of preparedness to handle social engineering-based attacks, in which a criminal posing as a customer tricks a CSR into revealing private account information. While progress has been made in the areas of employee awareness and even training, most contact centers still do not feel […]

4 Tips For Building Rapport With Contact Center Customers

Regardless of the type of contact center you run, it’s always a good business practice to train your employees to work to establish rapport with customers during every contact, whether over the phone or online. If customers feel that they have a friendly relationship with an individual contact center agent, those positive feelings will carry […]

9 Tips for Value Engineering Your Contact Center Cubicles

“Do more with less.” How often have you had to put that line into practice in your contact center? From operating costs to workforce scheduling, every dimension of your business has to be scrutinized and made as lean and economical as possible, without affecting performance. When it comes to the physical assets of your company, […]

4 Strategies Your Contact Center Can Use To Keep Customers Happy

Great customer service is something every contact center strives for. But did you know that investments in improving customer service actually provide a higher ROI than advertising and marketing do? It’s true, according to a new study conducted by the W.P. Carey School of Business, in collaboration with Customer Care Management and Consulting (CCMC). That […]

Productivity Difference between Temporary & Permanent Employees

When holidays approach, or an uptick in call volume is expected, contact centers often take advantage of the flexibility that temporary workers can provide. But just how beneficial are temporary workers, really, to a contact center’s performance level? How productive are they, compared with permanent employees? And does it matter, if they’re only being used […]

KOVA Recently Awarded GSA Contract with the Federal Government

We here at KOVA are excited to announce that we have just been awarded a General Services Administration (GSA) Schedule Contract with the federal government! In case you were wondering, the GSA is the centralized authority for the acquisition and management of federal government resources. GSA Schedule Contracts assist federal employees in purchasing products and […]

Steps to find Ideal Employees for a Contact Center

There’s no question that it’s challenging to find the ideal employee to hire – one who will be a perfect fit for your individual contact center. With so many factors to take into consideration, such as previous experience, references, education, personality tests, aptitude tests, and interview performance, the decision-making process can be overwhelming. And even […]