Traditional quality assurance programs often focus on a score, an evaluation or a compliance metric. But what happens when quality scores start to decline? Is it a performance issue, or is there more to the story?
On September 24, join leaders from 9-1-1 emergency communication centers for a discussion on how agencies can take a holistic approach to quality assurance by viewing the entire headset hero journey. By combining automated quality reviews, stress indicators, difficult-call identification, coaching insights, and wellness data, leaders can better understand the factors that impact performance and resilience.
Learn how modern AI-powered tools help uncover trends, provide meaningful context, recognize excellence and support employees before burnout becomes a crisis.
Webinar attendees will gain insights into trends that may be affecting performance beyond traditional QA scores.
Learn how to:
- Use automated quality assurance and analytics to review more interactions and gain important context.
- Connect quality, coaching, recognition, and wellness into a proactive support strategy.
- Transform quality programs from compliance exercises into tools that support the people behind the headset.
When we move beyond the checkbox, quality becomes a catalyst for coaching, recognition, wellness and retention.
Who should attend: 9-1-1 professionals including telecommunicators, supervisors and managers.
Panelists:
- Monica Million, CEO, Million Consulting Services
- Heather Cressall, ENP, CMCP, Communications Supervisor, Los Altos Police Department
Moderator: Casey Rives, Client Solutions Consultant, Eventide Communications
