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As a relatively new development in technology, many companies are beginning to adopt the cloud in their everyday business functions. The cloud is the Internet, meaning a series of servers that communicate to one another, enabling the user to check email, collaborate with other users and store files. This information is completely online, meaning that it can be accessed from any web browser, whether it be on a desktop, laptop or smartphone, essentially making it accessible from anywhere. Since the cloud is making it easier than ever to access information, it also makes it more difficult to ensure that all of the information remains secure and within the company. For this reason, any contact center utilizing the cloud should adhere to a few, simple guidelines about security and the cloud.

Managing a call center full of employees goes beyond simply overseeing employees. Your employees must trust and respect you to be the authority on any difficulties they may be having with work, but you also must constantly be working to encourage employees to better themselves and also be aware of any improvements you can make in your personal managing style. Although there are many different traits that call center managers have that can be valuable in the work place, there are five in particular that can lead to success in the workplace both for yourself and for your employees.

Contact centers are known for occasionally being tough environments to work in, but as a manager, you have the power to change that and make your agents love coming to work. Any workplace can benefit from a strong, positive company culture, especially those that are based on human relationships, like contact centers. Here are five tips that can transform any business from difficult to delightful.

Here at KOVA, we’re always trying to make contact centers better for the customers, the workers, and the shareholders. We believe that management has one of the greatest influences on all metrics of success, and there are a few key ways to improve the contact center environment. One of those ways is for each supervisor to examine his or her leadership style. We’ve found that although the terms are often used interchangeably, there are some key differences between a contact center manager and a contact center leader. According to the Oxford Dictionary, a manager is “a person responsible for controlling and administrating an organization or group of staff.” A leader, on the other hand, is “a person who leads or commands a group, organization or country.”

The National Emergency Number Association, or NENA, sets strict criteria in multiple areas of the emergency response process. Its standards are the gold standard of compliance in the industry, and following them will ensure that you’re ready to meet any emergency like a pro. After all, 911 dispatchers save lives every day, and the more efficient you are, the better you are at serving the public. NENA’s standards include the following segments: Accessibility, Agency Systems, Core Services, Interconnection & Security, NG9-1-1 Transitioning Planning, and PSAP Operations.

Public safety access points (PSAPs) like yours are the first line of defense for Americans during some of the worst times of their lives. You’re expected to be there, 24/7, no matter how difficult the call or how hard the day. There’s no understating the importance of what you do: neglecting a call can mean the ruin—or even end—of someone’s life. Unfortunately, an Albuquerque contact center is learning that the hard way and is facing endless scrutiny after one of its dispatchers handled a call in a very poor way.

At a contact center, it can be really tricky to know how to tailor your customer service for all ages when you can’t see your caller. Still, there are a few tricks to delivering an exceptional experience every time, depending on what generation your caller belongs to.

The other day, I ran into a friend on the bicycle trail near my neighborhood. We both espoused how happy we were to be enjoying the summer weather, exercising, and saving a little bit of gas money by riding our bikes. “Why doesn’t everyone do this?” I said, intending it to be a rhetorical question. Laughing a little bit, my friend told me about his adult daughter, Michelle, who at age 22, still couldn’t ride a bike. My friend and his wife had tried to teach her as a child, but as soon as they let go, she would startle and fall. She didn’t learn, my friend said, until a few months ago, when her boyfriend bought her a bicycle for Valentine’s Day with the intent of teaching her. What he didn’t account for, after purchasing the bike, however, was that he had no way of fitting it in his car—so he rode it to her college dorm across town to surprise his girlfriend.