Voice Analytics from Control Rooms to Investigations
Thursday, June 25, 2020 - 08:00 to Friday, June 26, 2020 - 08:45
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.
