Getting the Most from Your Workforce Optimization Program

In the software industry, when we talk about Workforce Optimization (WFO) we’re generally referring to tools that are developed to enhance employee efficiency, streamline tasks and organizational processes, and simplify business management within the company. At KOVA, we offer a full suite of tools to facilitate those efforts that include Verint System’s Workforce Management, Quality […]

Kova Partner Verint Systems Tops the Ventana Research 2012 Value Index for APM

Kova is proud to announce that our partner Verint Systems tops the Ventana Research 2012 Value Index for Agent Performance Management (VIAPM) tools. Verint delivered the highest value on an overall weighted-evaluation measure, coming in ahead of other industry heavyweights like NICE Systems, VPI, Envision, CallCopy, OnviSource, KnoahSoft, Genesys, inContact, Aspect, and LiveOps. Ventana’s Value […]

The Basics and Benefits of a Contact Center Audit

The thought of conducting a call center audit may seem like a daunting task, but audits are a great way to determine how best to enhance your customer service operations. Through a methodical examination, audits allow you to identify areas of improvement and opportunity and take the necessary steps to put strategies and structural changes in place to reach your desired business objectives.

6 Factors to Keep in Mind When Setting Contact Center KPIs

Setting key performance indicators (KPIs) is key to your contact center’s success in hitting your business goals. However, contact center managers aren’t always clear on what KPIs need to be in place and how to tie them to the correct metrics to ensure that their operation is performing at an optimum level. If setting KPIs […]

Top 10 Best Practices for VOC Executives

Customer feedback provides a rich opportunity to transform comments into improved business processes and a better overall customer experience. Listening to, understanding, and acting on the VOC is critical to operational and organizational improvement. To that end, Forrester Research Customer Experience Analyst Adele Sage has assembled a top ten list of advice and best practices […]

Retain Your Best Call Center Agents

No one likes to lose good employees. It can be costly and it can disrupt workflow and productivity within the organization. And even with efforts in place to keep your top performers on board, no organization can expect zero turnover. However, there are strategies to put in place that can help retain your top call […]

Four Ways to Make Your Call Center a Happier Place

Like all business, call centers function best when its agents are happy. Call center agents are typically the first line of defense when a customer is unhappy with your organization and they must come to work prepared to resolve issue after issue -- and be able to do it with purpose, intention , and enthusiasm. […]

Building Holistic Voice of the Customer Program

Mark your calendars and save the date! On Tuesday, August 6, 2013, at 1 pm ET, Verint will be teaming up with Loyalty360 to host a webinar covering Voice of the Customer, Customer Satisfaction, and Customer Service Recovery – the three vital components in building a holistic Voice of the Customer program. Verint, Inc. […]

Revealing the Benefits of Unified Call Center Solutions

Operating a successful call center is much like the old variety show act of plate spinning. The goal is to keep several plates, elevated by mounted sticks, spinning at the same time. In order to do this, you have to run back and forth giving slowing plates a spin. Once those plates are going, inevitably […]

Does Your Contact Center Need a Facelift?

If it has been awhile since you have assessed the effectiveness of the processes, technology, workforce management system, and productivity of your contact center, it’s time for a review. Personnel and technology are always changing and your staff needs to meet the demands. Review your current system, identify areas that need improvement, and update your […]

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