Deliver better public outcomes through data transparency, performance alignment, and simplified compliance.
In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.
emite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve.
Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.
The volume of call traffic, the nature of the calls, and the strict budget and resourcing constraints make effectively managing a state, local, or municipal government contact center incredibly challenging for Workforce Management (WFM) teams – especially when the data they need to make critical staffing and resourcing decisions is not reliable.
Learn how emite helped one of the largest municipal governments in the United States:
emite gives contact center managers full control over their data visualizations with powerful real-time dashboards and wallboards that are fully customizable. emite comes out-of-the box with standard KPIs but also allows users to completely customize their KPIs based on their unique data and needs.
The evolving digital landscape and increasing adoption of mobile, SMS, web, and chat by virtually every citizen has changed the customer experience that government agencies must provide.
A consistent and high-quality customer experience across all channels is a relatively new approach for government agencies at the state and local level. emite’s real-time and historical analytics dashboards will help your team analyze performance across all of these channels to continuously improve the experience for the customer and keep your government contact center operating efficiently.
State and local government contact center operations can comprise of many different technologies. emite pulls in data from multiple sources, eliminating the need to log on to multiple tools like Salesforce, Zendesk, Google Sheets, Excel, or CSVs when creating a holistic performance report.
This immediate access to actionable data provides the type of real-time insights that allow contact center managers to make informed decisions faster.
Over the past year, nearly all industries across the world have had to quickly pivot to address a rapidly evolving economic environment and with a rise in calls and digital interactions from customers. State and local governments more than ever need to continue delivering reliable customer service while also adjusting to employees working from home.
emite can help effectively manage a remote workforce by providing:
