How contact center analytics serve law enforcement - TEO Technologies - ContactCenterWorld.com Blog
It almost goes without saying that modern law enforcement agencies wouldn't be able to do their jobs without some sort of unified communications solution. Within police departments, for instance, various job functions are enhanced by the ability to quickly and easily share information in the office or on the go.
But what many people may overlook is that before an emergency 9-1-1 call can be handled by local law enforcement, it first passes through a dedicated call center. Earlier this year, TIME posted an article about the dangers of under-funded or under-staffed 9-1-1 call centers. The piece was written after satirical news talk show host John Oliver aired a segment about the issue. Even when veiled with the comedic tone, the problem is a serious one. Not only does it present dangers for residents, but it also hinders law enforcement agencies' ability to respond quickly and effectively.
Contact center analytics can help
There's no easy way around the problems brought up in TIME's article. However, a good place to start is with strong contact center UC, and more specifically, a solution that offers analytics capabilities. Contact center analytics are already used n the private sector as a means for improving the level of service offered to consumers across multiple channels – and with success, according to TechTarget contributor Christine Parizo.
"Law enforcement can't do a job they don't know about."
Part of the reason for this is that in addition to staple contact center UC offerings – interactive voice response, call recording and integration with other data sources – a strong UC solution will also provide an analytics interface that interprets call-volume data, location and other vital metrics. All of this data is organized in multi-dimensional visualizations, making it easy to extract actionable insight such as an unusually high call volume in certain geographical areas. Predictive analytics can also be applied, so as to allow 9-1-1 call center managers to foresee traffic spikes based on the time of day, the season and other factors.
The simple fact is that law enforcement can't do a job they don't know about. With contact center analytics, hopefully, they'll never miss a beat.
Publish Date: July 13, 2016 5:00 AM
2020 Buyers Guide Knowledge Management
Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.
Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.
We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
PH: +441279 5555 80
View more from TEO Technologies
Recent Blog Posts:
|What to know about touchpoints: Improve the customer experience||March 15, 2018 5:00 AM|
|IP phones are key ingredients in VoIP telephony success||March 9, 2018 5:00 AM|
|Call recording: An essential feature in VoIP call centers||March 5, 2018 5:00 AM|
|Is it time to upgrade your UC?: Tips, considerations and best practices||February 6, 2018 5:00 AM|
|4 ways unified communications solutions improve your cybersecurity posture||January 31, 2018 5:00 AM|
|Are chatbots necessary in UC contact centers?||January 30, 2018 5:00 AM|
|3 features to focus on when evaluating unified communications solutions||January 30, 2018 5:00 AM|
|Contact center modernization: The time is now||January 19, 2018 5:00 AM|
|What to know about using instant messaging in an enterprise setting||December 13, 2017 5:00 AM|
|Security Awareness: Top Threats to UC Technology||November 30, 2017 5:00 AM|