Head of Public Sector
Ben Ryland
Improve Performance for Emergency Services with Voice and AI Analysis
Watch our webinar to learn how voice analytics can help you understand demand, improve performance and support both call handlers and vulnerable customers in your emergency services control rooms.
Hosted alongside our partners at Xdroid who have recently worked with two UK police forces to deploy voice analytics and want to share their experiences and early findings.
Take a look at Xdroids’ real-time support platform and discuss with our customer experience team what this means for caller and agent experience.
The Challenge for Emergency Services
One of the key challenges facing 999 contact centres is the 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 want to 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.
What You Will Learn
- The fantastic work that Xdroid has been delivering for police forces in the UK and the real benefits that it is bringing.
- How you can get a clear understanding of the demand your control room is under.
- How to support call handler well-being and mental health.
- How to improve the quality of every call with real-time agent assist.
- Ways you can use AI to identify trends in calls to increase efficiency.
Speakers
Head of Public Sector
Ben Ryland
Senior CX Service Designer
Caroline Thomas
Senior CX Service Designer
Caroline Thomas
Head of Commercial - CX
Ian Taylor
Head of Commercial - CX
Ian Taylor
