To the harried managers of a modern high-octane commercial contact center, it might seem like nothing could be more urgent than squeezing every bit of efficiency and productivity out of operations. But they would be wrong. There is an environment in which the stakes are higher, where delivering top-notch “service” is an organizational number one priority. That is in the public safety sector, where callers are people in intense distress and the dispatcher is literally providing them a lifeline. Public safety centers are operational close cousins to commercial contact centers: they both rely on intelligently processing a high volume of inbound contacts at the lowest possible cost that is consistent with the highest available level of service. The standards for service may differ, but the mechanics of how they do it are quite similar.
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