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News : Fayetteville, N.C., 911 Texting Available, Slow Grow Nationwide

#contactcenterworld

Fayetteville, NC, USA, Nov, 2018 -- People can livestream their every move on Facebook and chatter endlessly in group chats. But in most parts of the nation, they still can't reach 911 by texting — an especially important service during mass shootings and other catastrophes when a phone call could place someone in danger.

However, since about 2014, communications centers for the Fayetteville Police Department and Cumberland County Emergency Management have used text-to-911 service.

Leaders of both agencies say it’s not frequently used, mainly because a lack of knowledge of the service in the community and the lack of situations that would require the text service.

"Thankfully, most emergency situations do not expose the caller to additional danger if they speak out loud," said Adam Johnson, manager of the county’s Emergency Communications Center 911 Telecommunications.

The county and the city are using services that are becoming outdated, but plan upgrades in 2019.

"In May, the first Emergency Service Internet Protocol Network was implemented in Raleigh," said Lisa Reid, Fayetteville Police Department’s 911 Communications manager. "The new 911 system will replace the old system with NextGeneration (NextGen) technology that will enable text, data, video and photo communications."


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The new system will allow dispatchers to receive and send information to first responders in the field and will allow inter-agency cooperation in high-volume call sitautions, she said.

The county will be among agencies nationwide switching to Emergency Services Internet Protocol Networks, or ESInets, that will allow quicker sharing of emergency data among agencies, Johnson said.

"We rely upon AT&T and CenturyLink for the installation and deployment," he said, "and unless there are delays, we hope to have our ESInet in place by the spring of 2019."

If a center requests the service from mobile companies like Verizon or Sprint, however, the companies are required to provide it within six months.

Although text-to-911 service is slowly expanding, the emphasis there is on "slow." Limited funds, piecemeal adoption and outdated call-center technology have all helped stymie growth.

More money would speed implementation. "We need a significant federal grant program to modernize 911 systems across the country," said Jeff Cohen, chief counsel at advocacy group the Association of Public-Safety Communications Officials.

Congressional legislation could speed adoption of text-to-911, and while there are two bills currently making their way through Congress related to the issue, they need more bipartisan support, Cohen said. Traditionally 911 call centers have been funded by a combination of state and local funding, rather than relying on federal grants. For that reason technology and adoption varies widely between states, cities and counties.

While some areas may have plenty of money to implement text-to-911 service, "others are cash strapped cities or communities that would rather spend money on a police car rather than text-to-911," said Brian Fontes, chief executive officer of the National Emergency Number Association. "When you don't have the money, you have to prioritize what you do with the money you have."

The first text-to-911 was sent in 2009 in Iowa. Now, according to data collected by the Federal Communications Commission, more than 1,600 emergency call centers across the nation have configured systems to receive text message requests for 911 services, up from about 650 two years ago . But that's barely a quarter of the roughly 6,000 overall in the country. Figures are a bit murky since they are self-reported to the FCC.

Emergency 911 centers stress that a phone call is still the best way to reach them, since calls provide them with location data and other needed details. But in some cases — for instance, if a person has a hearing disability, or when a call might attract the attention of assailants — texting is a far better way to call for help.

The 911 emergency system was developed for landlines. But now about 80 percent of nation's 911 calls come from cellphones, according to the federal government's National 911 Program. There is no legal requirement for call centers to offer text-to-911 services.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.govtech.com


Today's Tip of the Day - Build In Training Time

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

Published: Tuesday, November 6, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Training

 
1.) 
CharlottePurvis.com

Charlotte Purvis
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.

2.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

3.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

4.) 
First Impression Training Ltd

Bespoke customer service and sales training solutions for the UK call / contact centre industry.

Culture change programmes to help embed best practice service solutions

Blended learning solutions for hybrid and remote frontline teams

Vulnerable customer training solutions

Online learning for the most affordable way to supercharge your customer experience

5.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

6.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

7.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)

8.) 
Marketing Tactics Pty Ltd

7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.

9.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.

10.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

11.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

12.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge

13.) 
Service Quality Institute

Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

14.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
 

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