Voice Analytics from Control Rooms to Investigations

Force Control Rooms continue to evolve with new contact channels, increasing call volumes, and emerging skill set requirements, alongside growing pressures to improve citizen experiences and the well-being of Control Room staff. This webinar will showcase Omni-Channel Analytics that will allow Control Room Supervisors to:

• Know how many calls (as a % of total calls) are specifically related to a particular crime type.
• Understand what these crime type calls are actually about.
• Gain more detailed information so as to more precisely and effectively plan and resource your control room.

Expert:

• Jonathan Wax from NICE Nexidia

Particpants will learn:

• How to automate your Quality Assurance across 100% of calls to support improvements in the consistency of citizen experiences.
• How to objectively coach your call-takers to improve ‘soft skills’ to support great citizen outcomes, without adding cost.
• How control room call takers can self-serve, using analytics, to operate at optimum productivity.

The webinar begins at 8:00 am EDT.
To register: