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News : County Board of Supervisors to Consider Planning for Central Emergency Call Center

#contactcenterworld, @SanDiegoCounty

San Diego County, CA, USA, May, 2018 -- San Diego County is one step closer to merging five public safety dispatch centers in an effort to improve response time.

San Diego Fire, North County Dispatch, Heartland Communications, Escondido and CalFire/County Fire operate separate dispatch centers.

The County Board of Supervisors voted to direct the county chief administrative officer to begin the first steps of planning a fire and EMS dispatch center that could house or serve all five agencies.

San Diego Fire-Rescue received an assessment of its operations and response times from a consulting company, CityGate Associates, LLC in March 2017.

Among the recommendations, the report suggested a merger among the agencies either through a shared technical system or shared physical space.

NBC 7 previously reported on call center data showing some emergency callers waited more than two minutes for a dispatcher to answer their 911 call. The calls were a very small fraction, less than a hundredth of a percentage point, of the total 4,090 calls the center answered in one week.

City officials acknowledge the need to add dispatchers to help with the increase in call volume but space has been an issue.

San Diego's interim fire chief told city council members earlier this year that the idea of merging all four centers would save money and improve how they work together during a wildfire or other major emergency.

So, county officials are considering a plan to look at where this new center would exist and how the cost would be covered by the different agencies.

The Metro Zone Emergency Command and Data Center (ECDC) has been operating from the same two-story facility on Kearny Villa Road since 1991. The building does not meet federal security standards that came about after the attacks on 9/11.

At its peak operating times, the dispatch center should have 19 workstations however the current layout offers only 16 workstations and two of those are used by ambulance services dispatchers, according to the CityGate assessment.

Since 1987, Heartland has leased work space from the El Cajon Fire Department Headquarters.

Cal Fire dispatch operates in four buildings on the Cal Fire campus in unincorporated El Cajon. There is room at this location to build a few facility to house a command center that will bring all agencies together, according to the assessment.

Dispatchers within the separate agencies are paid various salaries. The salary and pension structure of employees will also need to be taken into account in the event of a merger.

One solution would be for each agency to continue having separate workers, but share the cost and space of one big dispatch center.

The ECDC is contracted to answer 911 calls for the cities of Chula Vista, Coronado, Imperial Beach, National City, and Poway.

#contactcenterworld, @SanDiegoCounty

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.nbcsandiego.com


About San Diego County:
Company LogoSan Diego County is a county located in the southwestern corner of the state of California. As of the 2010 census, the population was 3,095,313.
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Today's Tip of the Day - Customer Satisfaction

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

Published: Friday, May 11, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

3.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

4.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

5.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

7.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

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