Improve Performance for Emergency Services with Voice and AI Analysis
Catch up on our webinar to learn how voice and sentiment analytics can help you understand demand, improve performance and support both call handlers and vulnerable customers in your emergency services control rooms.
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In this 40-minute session, we look at the challenge facing 999 contact centres in managing operational capacity caused by a high volume of non ‘critical’ calls.
Many control rooms rely on human engagement to determine threats, risks and harm. The detail of these non / less critical calls isn’t routinely captured so it is difficult to understand the true impact that this is having on service.
We show you a way of gaining a full picture of why people are contacting you, identify those calls which could be handled by other numbers such as 111 or where self-service may be appropriate, freeing up your call handlers to quickly deal with the ‘critical’ calls.
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