Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties



Upcoming Events






News : City Makes Improvements to 911 Response Time, Meets National Standard


Memphis, TN, USA, Dec., 2017 -- When in an emergency, the last thing you want to do is wait for a long time to get help.

Memphis has been criticized in the past for taking too long to answer 911 calls, but now city leaders are proudly announcing their new averages that also meet the national standard for the first time.

Brenda Woods says she can't imagine having to wait a full minute for an operator to answer a 911 call.

"I'd be horrified. I'd be horrified. If I'm calling 911, that means I need help immediately," the Memphis resident said.

That's exactly what the wait time used to be about two years ago.

Now, the city of Memphis has gotten it down to about eight seconds.

"I think it's excellent, excellent. The quicker we can get to them, the quicker the response. It works well all around," Woods said.

Ring2 Dashboards & Wallboards Free Trial

The new 911 call answer times meet the national standard, which is having 95 percent of calls answered in 20 seconds or less. It's the first time Memphis has met the standard since the tracking started three years ago.

"It's good. It's having pride in the job that you're doing. It makes all the difference," Emergency Communications Administrator Michael Spencer said.

Spencer says it comes down to resources and data.

They created about 30 new part time positions to take calls and nearly doubled staffing overall.

"It's nice they don't have that forced overtime anymore and that they're not answering calls back-to-back," said Spencer. "We have enough people. Now they have a small break in between phone calls."

He says before, a lot of callers would hang up during the long waits, but that has gone down about two thirds with the new answering times.

"When they call 911, they're already going through something difficult and stressful. So, having us answer quickly just eliminates another reason for them to be stressed out," he said.

Along with new phone calls, comes a new facility.

"We can raise and lower the monitors individually, so the employees have the option to stand up and work," said Spencer as he WREG the new equipment.

The center will be open next month on Flicker Street with state of the art equipment and over double the space of the current call center at 201 Poplar.

Even though that will be the main location, they're still going to keep the call center open at 201 Poplar indefinitely.

"That way, if we have any technological hiccups or any issues, the service levels won't drop," said Spencer. "We can't be down for one minute."

Assuring the calls get answered, as quickly as possible.

Memphis averages about two million 911 calls a year.

The new call center in East Memphis is being paid for by designated money through the state, and not city funds.

City spokespeople say they want to maintain these wait times and have a new goal of quality assurance with calls, so everyone receives the same treatment and service.


Posted by Veronica Silva Cusi, news correspondent

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Maintaining Customer Notes

Read today's tip or listen to it on podcast.

Published: Tuesday, January 2, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Recording

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =