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211 LA County Meets Critical Needs with Contact Center Workforce Management

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Customer experience is at the heart of any brand. But how many contact centers are dealing with matters that can actually be life and death? 211 LA County’s 60 highly trained representatives are doing just that, as they work 24/7 to take more than 500,000 calls every year, making workforce management (WFM) contact center solutions imperative.

As the lifeline for LA County’s most vulnerable, at-risk populations, 211 LA County works with veterans, homeless families and other groups who connect with 211 LA County for all kinds of critical social services. And when public health or natural disasters strike unexpectedly, 211 LA County is also disaster central for all of LA County’s 10 million residents.

NICE inContact technology, and especially its workforce management solutions, are central to 211 LA County’s ability to serve the millions who depend on this connection. NICE inContact has helped the organization transition to an omnichannel environment, adding important text and chat options for those needing to reach them.

The organization also relies heavily on NICE inContact’s workforce management solutions. Providing highly trained agents easy-to-use tools enables them to really engage with callers and help them.  Metrics allow for managing constantly fluctuating staffing needs. That, along with the ability to scale quickly, enables 211 LA County to provide coverage in disasters, as well as for ongoing social service needs. The stability, flexibility and scalability of NICE inContact solutions are critical to 211 LA County’s expanding capabilities.

Watch to learn more about how 211 LA County responds to LA County residents with the help of NICE inContact.