Public sector contact centres more than ever need support to deliver effective services. Calls play a pivotal role in the customer journey with most organisations facing a continuous increase in inbound calls.
The value in these conversations lie in unlocking the true potential of the call data to drive improvements in:
– Service quality
– Resource management
– Fraud risk management
– Staff wellbeing
– Customer demand generation
Converting recorded conversations into text is the first step, however using modern analytics technologies, operating on the output from automated speech recognition is what truly counts. Find out more in this white paper titled ‘The insights driving citizen contact centre transformation. Unlocking the value in police and public sector contact centre data.’
The whitepaper also highlights how Lancashire Constabulary collaborated with HPE and Intelligent Voice to develop a real time understanding of all unlogged demand to gain insight into emergency and non-emergency calls.