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News : North Yorkshire Police’s Control Room Welcomes the Army as They Prepare for Afghanistan

#contactcenterworld

North Yorkshire, England, July, 2019 -- North Yorkshire Police's Force Control Room (FCR) is at the heart of policing across the county - 24 hours a day, seven days a week, 365 days of the year.

With the FCR being the first touch point for the vast majority of the incidents the force deal with, Control Room staff are trained to expect the unexpected and to be ready to deal with any situation which may arise.

That’s why, when colleagues from the Army asked if they could visit the force’s control room as part of their preparations for their upcoming deployment to Kabul, Afghanistan, the FCR team jumped at the chance to host their colleagues.

On Thursday (18 July), North Yorkshire Police Control Room staff welcomed officers and soldiers of the 2nd Battalion The Yorkshire Regiment (2 YORKS) from Catterick Garrison where they demonstrated the skills of coordinating a resource to emergency incidents through immersive training.

Whilst the deployment to Kabul will be a second return in as many years for 2 YORKS, it will be the first operational deployment for some of their officers and so the opportunity to learn first-hand from the force how emergency information is received, interpreted and deployed was regarded as ‘an opportunity not to be missed’.

The training is well-timed as the force is experiencing one of their busiest periods in term of demand.

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So far in July 2019, the force has received 4,872 ‘999’ calls and if the rate continues expects to receive 9,135 calls by the end of the month, an 11% increase from June and an 8% increase from July 2018.

Welcoming the 2nd Battalion The Yorkshire Regiment, Charlotte Bloxham, Superintendent Jason Dickson, Head of Customer Contact for North Yorkshire Police said:

"Our Force Control Room deals with incredible levels of demand on a daily basis and so when our colleagues in the army asked if they could train with us in our control room to see just how we deal with both the emergency and non-emergency calls we were more than happy to help.

"Our call handlers work incredibly hard in pressurised circumstances and so it’s an honour for that to be recognised and to be able to help our colleagues in some way as they as they prepare for their upcoming deployment to Afghanistan."

Major Andy Lucas served during the last 2 YORKS deployment to Afghanistan and is behind the initiative, said:

"Today is a follow up to a visit I made in June when I was immediately impressed by how calm the Operations Room was in response to handling multiple 999 calls.

"This is an important lesson that I want to convey to our team before we deploy and have to do this for real.

"Secondly, the Police have generously run a few realistic scenarios for us on their training suite, allowing some of our soldiers to act as dispatchers, co-ordinating multiple assets in response to a given incident and all of this whilst under similar pressure that they will experience on Ops".

The training comes almost a year to the day since the force officially opened its extension to the Force Control Room which is based at Fulford Road police station in York.

The new building now houses a bespoke control room training facility and tutorship room, and also provides a general ICT training suite for the force as a whole.

The IT facilities have also been configured to provide an extra call centre facility for the force to use in times of extreme demand or crisis.

The building, funded through an investment announced by the Police and Crime Commissioner earlier last year, was built in just ten weeks.

#contactcenterworld

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


About North Yorkshire Police:
Company LogoNorth Yorkshire Police is the territorial police force covering the non-metropolitan county of North Yorkshire and the unitary authority of York in northern England. The force covers England's largest county and comprises three area command units.
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Today's Tip of the Day - Escalation Procedures

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

Published: Tuesday, July 23, 2019

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2020 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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