Contact Center Analytics for State & Local Government
Operation intelligence and insights every State and Local Government agency can benefit from.
HOW emite SUPPORTS STATE & LOCAL GOVERNMENT
emite is the go-to cloud contact center reporting and analytics solution for State and Local Government. emite real-time and historical dashboards bring your most important KPIs to the forefront, helping provide the insights your team needs to improve operational efficiency in the contact center and create a world-class customer experience.
Interaction Analytics & Sentiment Analysis
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.
Competitive Pricing
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.
Improved Operational Efficiency
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.
Improving Data Integrity to Reduce Taxpayer Dollars
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:
- Identify and fix costly data discrepancy issues
- Provide reliable, real-time and historical agent performance data to the WFM team
- Dramatically improve agent performance and make better staffing and resourcing decisions
- Reduce taxpayer dollars by creating a more efficient contact center operation, and
- Create a better experience for residents of the county
Level-Up Your Contact Center Reporting
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.
- Visualize KPIs specific to the unique needs of your business and goals
- Make reporting easy and aligned to your specific KPIs
- Increase levels of productivity
- Improve operational efficiency
Improve the Contact Center Experience
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.
Integration with Third Party & In-House Apps
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.
- Spend less time creating reports and more time analyzing the data
- Quickly and easily analyze agent performance to help with agent training and agent churn
- See current support & ticket statuses to ensure you have the right number of agents staffed
- Unlock insights into critical KPIs to paint a better picture of overall contact center performance
This immediate access to actionable data provides the type of real-time insights that allow contact center managers to make informed decisions faster.
Effectively Manage Remote Agents
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:
- Real-time operational and agent performance analytics
- Historical agent performance analytics
- Custom KPIs to pull in the data your team needs to analyze remote agent performance
- Sentiment analysis
- Automated Alerts
READY TO TALK ABOUT emite FOR YOUR LOCAL STATE OR GOVERNMENT?
Get in touch with your regional emite office
