Reducing Staff Turnover with Next-level 911 Quality Assurance

February 21, 2024

Is your 911 center lacking the time and resources to perform Quality Assurance (QA) on 911 calls? Using outdated technology and spreadsheets to perform QA? Do you need to navigate multiple systems and time consuming processes? After all of this, are you still not giving your telecommunicators the timely feedback they crave and need?

In this article in APCO International's PSC Magazine, NICE Partner WSI Technologies explains how emergency communication centers can leverage NICE Inform Elite technology to take their QA to the next level, even if they don’t have the resources to match. For example, Anoka County Emergency Communications (Minnesota) is now able to conduct three times the number of QA reviews, and as a result, has reduced staff turnover by ten percent.

Reach out to us at PSInfo@nice.com or read the APCO PSC article to learn more.

About the Author

Linda Haelsen

Linda Haelsen is a marketing professional with experience spanning two decades. Linda joined NICE Systems following the acquisition of Dictaphone where Linda had served as Marketing Communications Director. Prior to Dictaphone, Linda served in key marketing positions at Netkey, a kiosk software company, and MC3, a division of Dun & Bradstreet. Linda has published articles in many trade journals on topics spanning physical security, public safety and customer relationship management. She has traveled extensively throughout Africa and Europe and worked abroad in the UK. She earned her MBA from Northeastern University in Boston where she took part in a study abroad program at the École supérieure de commerce de Reims. She holds an undergraduate degree in English (with a concentration in writing) from Rhode Island College.

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Reducing Staff Turnover with Next-level 911 Quality Assurance

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