Contact Center Analytics for State & Local Government
Operation intelligence and insights every State and Local Government agency can benefit from.
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:
By unifying all communication channels, interactions and work items through automated routing, the right cloud platform lets you design, monitor and tune the entire customer journey.
Our previous on-premise system provided inconsistent and inaccurate data. emite provided visibility, giving the team assurance that our new contact center with Amazon Connect was actually working.
Before emite, we were spending hours logging onto multiple reporting platforms and even more time trying to create reports to show our Board exactly how our contact center was performing. emite’s dashboards are simple to use and have transformed the way we analyze our agent performance and improve the customer experience.
Get in touch with your regional Emite office