Alarm monitoring centers grapple with a range of challenges in their pursuit to maintain fully staffed and high-performing call centers. It wasn’t until reporting the cover story for this issue of Monitoring Today that I came to fully appreciate the unique nature of the job, which entails constant vigilance, irregular hours, an inherent responsibility for public safety and deep customer care.

No wonder several monitoring center executives and managers expressed how challenging it can be to find candidates willing to commit to the demanding nature of the role. In the story, they share valuable insights on how they build robust, capable teams all the while tackling the inherent difficulties in recruitment and retention to ensure effective operations.