As contact centers add more automated capabilities for dealing with minor customer issues, it’s becoming more and more important for your employees to be well-trained. That’s because increasingly, the issues that live contact center employees are dealing with are the more difficult, complex ones.
Customers expect your contact center employee to solve whatever issue they have, quickly and professionally. In order to do that, you’ll need to ensure that your staff is as informed, educated and well-trained as possible.
With that in mind, here are some tips for how to best train your employees and make sure they’re ready for the challenges of customer service.
Define your management chain and your team
Make sure that training includes an introduction, not just to you, but to your team of supervisors and managers. It also doesn’t hurt to include contact information for each supervisor, yourself included.
Letting a new employee know who’s who and how to contact each of them can help establish strong lines of communication. That way, employees will know how to properly address any issues that come up during the training process.
Provide ongoing, constructive evaluation
It’s important to provide feedback and guidance - not just to a new employee, not just after 90 days or annually, but constantly. In a sense, training never stops; there’s always something new to learn. So in that regard, evaluation shouldn’t stop, either.
What are your employees doing well? Where can they find room to improve? How have they improved since your last evaluation? These facts can help you and your employees throughout their tenure.
Let employees know how your company works
Contact centers are unique businesses in the workforce. It’s both a direct and indirect form of customer service, often with certain expectations in terms of production.
It’s important that every employee knows the mechanics of how and why a contact center works. Emphasizing the unique aspects of your business can also serve as a possible incentive to employees who have never worked in a contact center before.
Use your recordings
Every customer hears that their call may be monitored or recorded when they begin a conversation with one of your employees. It’s a vital tool in measuring not just how one particular situation was resolved, but how an employee responds and reacts in general.
Check over your employee recordings for specific instances that you can point out during feedback or evaluation sessions. Specific examples are great ways to get information across.
Offer opportunities for learning by example
Every contact center has employees who have excelled. Why not have them speak to your new hires about how they became successful? Their story might be the inspiration that creates a new first-rate employee at your call-center.
Keep training hands-on
We’ve discussed this before when talking about training millennials, but the fact is that the more any new employee can work with your technology and systems, the better.
Working in any customer-service industry can be unpredictable, and having an employee work through a manual or simulation exercise doesn’t compare to what they can learn from on-the-job training.
Be clear about expectations
What do you want your new employee’s schedule and workload to look like at the end of the training process? Giving a new hire a sense of what you expect of them at the finish line is just as important as on-the-job training.
How else will they know what to aim for if you haven’t shown them?
Remember that individuality is important
If you’re hiring in groups as contact centers often do, it can be tempting to make your training sessions as generic as possible. While group training sessions work well for many skills, you want to make sure you don’t rely too heavily on group instruction. It’s a good idea to include as much individual instruction as is feasible.
By focusing on each new hire individually, you stand a much better chance of getting your policies and procedures to stick.
For more on training employees effectively, read our post “Emotions and Empathy Training for Your Contact Center Agents.”
It may be hard to believe, but members of Generation X, loosely defined as those who were born between the early 1960s and the late 1970s, are in their 40s now.
Yes, the generation that brought you grunge music, flannel and the term “slacker,” have now been in the workforce nearly 20 years.
As with every generation, there are specific traits that Gen Xers carry with them. Developing their talents and abilities might require a different approach than you use for Millennials or Gen Z, which is just beginning to enter the workforce.
Here are some tips for training members of Generation X to act as agents in your contact center.
Realize that they take their career advancement seriously.
Keep in mind that Generation X experienced one of the biggest recessions in recent history, and by extension one of the toughest job markets. Because of these factors, Gen Xers can be somewhat frustrated by their lack of progression (real or imagined) in their professional lives.
These are things you may have to be prepared for when it comes to prospective employees from Generation X.
They appreciate one-on-one time with supervisors.
Rather than being regarded as one of a mass of people, members of Generation X tend to prefer one-on-one management or coaching. Person-to-person feedback is essential, and it might help to remember as many details about an employee’s strengths and weaknesses as possible.
Of course, this approach should work well with any employee, but it could prove especially beneficial with this specific demographic.
Allow them to advance by taking on more responsibilities.
Even if your employees aren’t in a position to advance at a certain time, or to increase their salaries, giving them more responsibilities can be a key way to encourage them.
Let them lead teams in certain situations, or allow them to take the lead on reports or initiatives within the contact center, and you can help your Gen X employees feel invested in your company.
Be willing to improvise
When problems arise at your contact center, you’ll do better with your Gen X employees if you’re willing to entertain multiple solutions.
It’s often true that there’s more than one way to fix any given problem, and a sense of flexibility when it comes to finding answers can create a less rigid work environment, which can help a Gen Xer to thrive.
Stay true to your mission
Remember how we mentioned that Gen Xers value that sense of fairness? Sometimes, that can arise from situations they’ve experienced in the past, when they saw hypocrisy or inconsistency in a company.
Think about the practices and solutions you’re coming up with at your contact center. Do they match your mission statement? Are they in line with the policies you trained your employees in at the beginning?
The more you keep your actions in line with your company’s words, the happier a Gen X employee will tend to be. It creates a feeling of stability, which is also highly important to Gen Xers.
Offer feedback
You can create a sense of well-being in almost any employee by simply listening to them and addressing their concerns effectively.
But this can be an especially important tool when dealing with Gen Xers. Don’t forget, they can often feel as if they were ignored or left behind by the job market. This is a feeling you don’t want to foster at your contact center.
What are your employees trying to tell you about their work environment? Do they feel comfortable bringing things to your attention? What can you do to encourage them to do so?
Ultimately, listening to the feedback and opinions of your Gen X employees can be beneficial to you and them.
Want more tips on retaining contact center employees? Read our post “Top 4 Ways to Reduce Contact Center Turnover.”
Depending on whom you believe, the term “Millennial” is broader than you might think.
In fact, someone born anywhere from the early 1980s to the early 2000s could be considered a Millennial. But regardless of where you draw that cutoff line, Millennials are still a large portion of the United States population, with figures averaging around 75 million.
When you hear that number, consider that the Baby Boomers, one of the largest populations surges in recent history, was estimated to be just over 74 million.
So how do you manage this emerging workforce? It stands to reason that every generation needs to be trained according to their own standards, and the Millennials are the most tech-savvy group of new employees you could hope to have.
Here are some tips for getting the most success from a Millennial employee or staff.
Offer hands-on training
Unlike Generation X and the generations before them, Millennials are less impressed with simulated situations than they are on-the-job training. Giving them some of the real-world scenarios that your contact center experiences can be a great way to get them up to speed quickly.
And make sure to give them enough time to fully master your specific software solution before letting them handle customers.
Take advantage of this generation’s comfort with technology
Yes, you need to make sure your new Millennial employees have mastered your call center’s software, but one of the advantages of this generation is that they’ve had more exposure to various types of technology than ever before.
Whether it’s through school or their casual use of tablets, smartphones and e-readers, Millennials have probably seen some version of your technology before they even walk in the door. This means they may require less training time than you expect.
Make the experience positive, even before your employees are officially hired
When you’re advertising open positions at your contact center, make sure to include the most positive aspects of the job. Emphasize the flexible hours, the casual dress code, or the level of open communication in your office.
Offer incentives to aid in employee retention
Now that you’ve attracted your Millennial employees, how do you retain them? What can you do to reduce turnover, keeping them on your staff as they grow in their positions and learn more skills?
One of the keys to keeping them will be incentives. This is a generation that lives a lot more on credit than generations past, which means they will most likely have more debt.
Offering compensation packages that are slightly higher than average is one obvious way to boost your retention, but why stop with salary? Add some production-based bonuses to inspire top-level work and more loyalty.
Ask them about their goals
Once you’ve taken those immediate steps to improve retention, why not improve those retention rates further by delving into what your Millennial employees are looking for in the long term?
Speak to them about their long-term goals, not just in terms of employment, but in their lives. Where do they see themselves in 5 or 10 years? How can your contact center be part of that plan?
In an era during which Millennials typically expect to change jobs and even careers fairly frequently, you could make yourself stand out from the crowd by being the employer that offers them a more permanent home.
Listen to their ideas
Don’t turn a deaf ear to young voices. What ideas do your employees have that could improve your contact center? This is a generation with ideas, and Millennials could bring a fresh perspective to your business.
What innovations or changes have they thought about that could make your company more efficient or more effective? It’s important in an ever-changing marketplace to keep track of what’s changing, and a fresh pair of eyes could bring a fresh perspective to your contact center.
Encourage innovation from your Millennial employees and foster a free exchange of ideas between your employees and management.
Ultimately, whether or not you make changes in your training and management styles, it’s inevitable that Millennials will at some point become a large part of your workforce.
It’s up to you to make sure your business model works for them. For more information on training your employees effectively, read our post “5 Ways to Make Your Contact Center Training More Efficient and Effective.”
There are times when being a first responder means you aren’t going to get the best end to a story. It’s part of the job that the brave police, firefighters and EMTs who help people all over this country have to accept.
But thankfully, there are plenty of times when the story doesn’t end badly. The news is full of heart-warming, suspenseful, and downright weird stories of rescues that end up working out. Here are just a few stories from around the country of first responders who saved the day regardless of the odds, the situation, and in some cases, the surroundings.
Swamp thing
Last June at the Pepper Ranch Preserve in Immokalee, FL, workers from several different public safety agencies spent five hours trying to rescue a worker from the University Of Florida who was collecting water samples in a distant area of the preserve.
The man, who had a history of heart problems, began experiencing dizziness and shortness of breath. 911 was called, and safety workers couldn’t get quite close enough in their vehicles to help the man.
So they spent the next several hours working their way through dense swampland to get to him, eventually bringing in a helicopter to help guide them on their path from above. And it wasn’t just an inconvenient - it was downright dangerous. A police deputy hacking his way through the vegetation with a machete had to kill an approaching water moccasin with it!
Eventually, a DIFFERENT helicopter equipped for air rescue was brought in once the rescue workers decided that the terrain was too risky to move him back out the way they came in.
Doggone lucky
Earlier this year in Tuscon, AZ, rescue workers helped out a four-legged friend who’d fallen on hard times - literally. Police and firefighters rescued a dog that had fallen down a storm drain, and they used a little ingenuity to do so: They helped lure the dog out with someone’s lunch.
Diving in
Also earlier this year in Bakersfield, CA, a teen who had taken a dive into more than he could handle got some on-the-spot help from a police officer.
The 17-year-old had gone into the water at Riverwalk Park, even though he didn’t know how to swim. He eventually got into water too deep to handle, and a quick-thinking officer who arrived on the scene simply dove into the water and pulled the frightened boy out.
Helping a four-year-old boy
Last August in Blount County, TN, a 4-year-old boy named Quinn Cross started choking on a grape. He’d had problems with choking before, but this time his mother’s use of the Heimlich maneuver didn’t help.
Quinn’s jaw had clenched shut as part of a neurological response to the choking, and EMT worker David Phillips worked to open his mouth as Quinn was transported to the hospital.
After going through every procedure he could think of, Phillips managed to get Quinn’s mouth to open just a bit, and he quickly suctioned the grape out of the little boy’s mouth. Desperately-needed oxygen finally flowed into Quinn’s body, and Phillips says that by the time they left the emergency room he was awake, alert and speaking to the doctors and nurses.
Phillips estimates he was without oxygen for around ten minutes, but months later, the only sign of Quinn’s trauma is a slight lisp when he speaks.
Trapped under a car
In December of 2016, a Harrisburg, VA woman was getting out of her car in extremely icy conditions, and the car began sliding backwards on the frozen-over surface of her parking space. The woman slipped on the ice as the car began rolling backwards, and the car somehow rolled over on top of her.
Public safety workers arrived on the scene quickly and began working to free the 21-year-old from underneath the car. She was eventually freed with minor injuries, and Harrisburg used the accident as an opportunity to remind motorists to be extremely careful in icy conditions.
At KOVA, we take our commitment to public safety workers of all kinds - 911 call-takers and dispatchers, disaster teams, and first responders - very seriously. To learn more about how we’re using public safety software solutions to help these workers do their jobs better every day, read our post “Why We Do What We Do: Working with Public Safety Organizations.”
Analyzing KPIs is no doubt a vital way to measure how your contact center responds to your callers. But there’s a virtual avalanche of data within those figures. You can get just about every bit of information you need from your key performance indicators - but does that mean you’re getting the right information?
How can you tell which indicators mean the most to your contact center? Which ones should you favor over the others? It’s a potentially confusing subject, and all organizations are different, but here are some tips on which KPIs might be the most important ones to consider.
Contact quality
Most, if not all, contact centers record their calls so they can be analyzed later, and the quality of the experience a customer has can be one of the most important KPIs to measure.
Was the employee courteous? Did they get the information needed from the customer to handle whatever the issue was? Did they do so in a professional manner? If you typically use a script, did the employee do so correctly? Was the problem resolved by the end of the call?
These are all factors to examine closely.
Accessibility
If, like many contact centers, you use an automated system for your incoming calls, it’s important to analyze how that system is working. Remember, the idea behind these systems is to solve relatively simple issues so that your customer service professionals can save their efforts for the more complex problems a caller might have.
So, with that in mind, how many customers completed their calls without speaking with a representative? How many calls were abandoned by the customer without resolving the issue? Is it time to analyze your automated system further to see if it’s properly designed for high call volume?
Employee scheduling
One of the most vital aspects of a contact center’s efficiency is making sure that your employees are meeting their call goals. This one factor, if left unexamined, could cause a whole host of issues, including increased wait times, lower customer satisfaction, and fewer resolutions.
This is also an area where there’s been a shift in thinking. Until recently, the conventional wisdom was that average call time and calls per hour were the most important numbers to examine.
But the truth is that your employees have no control over call volume, and they may not have a lot of control over the amount of time it takes to resolve an issue. This is particularly true now that automated systems play a larger role in a contact center’s business. The simple problems typically get solved there, leaving the more complicated ones for your employees.
The truly important measurement now is whether or not your employees were in the right place at the right time. Yes, it might have taken longer for a resolution on one particular call to be reached, but there are more important things to consider.
First, were there enough employees present to handle the rest of the calls, while that one agent was tied up? And second, did the employee have the necessary knowledge and tools to resolve the problem without excessive hold time? The answers to these questions will give you more insight into the workings of your call center than just the call time or calls per hour numbers alone.
First call resolution
It might seem obvious, but by far, the most important KPI is first call resolution. In fact, first call resolution KPI ranks even higher than overall customer satisfaction, in terms of importance for contact center managers. But as it turns out, the two are definitely connected.
According to the customer contact research and consulting firm Service Quality Measurement, for every 1% improvement in first call resolution, there is an overall 1% improvement in customer satisfaction.
To put that on a larger scale, SQM determined that within a study group of 150 contact centers, the centers that achieved an 85% or higher level of first call resolution earned a “world-class” customer satisfaction rating, while the satisfaction level declined sharply when first call resolution dipped below 70%.
Despite some occasional fuzziness in what constitutes “a resolution,” it’s harder to think of a KPI that has a more direct effect on your contact center’s success than first call resolution.
If you’re having trouble meeting your KPI goals, workforce optimization software can help. Learn more about what this contact center software solution can do for your organization here.
Most of the customer service trends you’ll see steadily on the rise this year are ones you’re probably already familiar with. As you might expect, they involve two very important factors: efficiency and quickness.
Getting the job done correctly is essential, but doing it in less and less time is the name of the game.
According to research by Customer Think, the average hold time is 56 seconds. While 43 percent of Americans are willing to hold for one to five minutes, just 39 percent can wait up to 10 minutes. Take any more time than that, and you can say goodbye to that business since one-third of callers who hang up don’t call back.
1. On-Demand Services
One incoming trend from 2016 is more convenient, on-demand platforms. Since companies began implementing this type of service, customers have overwhelmingly responded in favor of the immediate gratification offered through on-demand platforms, since their answers can be given via email, text, phone, and more.
2. Cloud-Based Contact Centers
The cloud-based contact center industry is projected to increase threefold between now and 2021. Why? For starters, it’s more efficient, but it also includes global scalability and increased data security, which is now another top concern. So if you haven’t moved to the cloud as of yet, begin considering it now — your relocation there is, after all, inevitable.
3. Virtual Agents
Virtual agent technology has become more and more simplified, so it’s easier than ever for contact centers to offer this as an employment option. Not only can the actual day-to-day work be done remotely, but training and feedback can as well.
In fact, trends indicate that in a few years, one out of every three agents will work from home. If you haven’t started incorporating virtual agents into your workforce, it may be something to consider. Not only does doing so reduce your overhead costs, but by taking advantage of time zones, you can extend your business hours to a 24-hour schedule.
4. Social Media Customer Service
In a world where even the President’s preferred form of communication is Twitter, the natural direction of customer service continues to move to social media.
Platforms like Twitter often provide that on-demand customer service experience so essential for contact centers. Social media not only provides a trendy mode of contact, but it’s also essential in establishing a contact center’s web presence. It’s not that social media is anything new, but the way businesses approach a social media conversation is changing.
Customers are looking for two-way personal engagement via social media, and businesses are responding by streamlining communications across several channels. By doing so, they’re connected with an agent familiar with the customer’s service and purchase history so they can provide valuable contest. The bonus? Social media conversations are public, so this provides an opportunity to let the world, a.k.a future clients, know how you treat your customers and value their business.
5. Call Recording
Call recording software has been an established part of the contact center experience for decades, used mainly as a way to monitor agents’ performance.
However, other uses are expected to trend this year that provide better mentoring and training to agents. For call centers to stay competitive, they should implement an up-to-date quality management feature that allow supervisors to quietly listen in on conversations between agents and callers.
While we won’t see any drastic changes in the way contact centers handle their customers this year, we will see continued, steady growth in the direction of self-service and omnichannel service. To learn more about how your contact center can expand its omnichannel offerings, read our post “Omnichannel Customer Service Should Span the Physical and Virtual Worlds.”
Public discourse on community policing hasn’t been so high since the mid-1990s, when a citizen filmed the mistreatment of Rodney King on the streets of Los Angeles.
Following the relatively recent deaths of Walter Scott, Freddie Gray, Michael Brown, and Eric Garner, community relations are of particularly great concern right now for both law enforcement professionals and communities throughout the country.
To that end, police forces around the country have engaged in new tactics. However, communities are writing the rulebook now, too. Here are just a few examples involving both.
Involved Citizens
Now that every phone has the ability to record interactions and possible misconduct, “citizen policing” as well as citizen journalism is on the rise.
But community members are doing more than simply being more alert in their everyday lives. Some communities are forming civilian review boards (CRBs) — citizens unaffiliated with law enforcement who can review police actions and provide unbiased feedback and accountability.
These can promote a closer working relationship between police and community members.
Putting more police on foot
According to the Police Foundation, shortening police response time may have little effect on the chances of catching and detaining a criminal on the loose in a neighborhood.
Working jointly with Houston, Tex. and Newark, N.J. police, the foundation instead observed the advantages of officers on foot patrol and door-to-door surveys, which apparently lesson the public’s fear of crime and disorder.
Putting more police on foot has been found to improve the public’s satisfaction with police service while also reducing crime. “By staying in close contact with neighborhoods they serve, the police can identify problems at the local level, and, working with residents, respond to them,” the site says.
Police-directed community outreach
Police-directed community outreach is also trending, with police departments doing more to engage with the communities they serve and build trust.
The U.S. Department of Justice, which has its own community policing task force, says a successful tactic is to participate in local projects, attend community meetings and neighborhood watch meetings, and attend churches, synagogues, or mosques “just to say hello.”
This more involved approach proved worthy when an Indiana police department handled a problematic basketball tournament, which had become infamous for gun violence after someone was shot and killed at an event.
The tournament was cancelled, but revived after the department partnered with local NAACP leaders and leaders of a group called Young and Established. In the end, even the city prosecutor participated in the sport and the event went off “without a hitch.” But that’s just one example of how US police departments are preventing problems while also enhancing trust of the community by engaging in a non-enforcement capacity.
Normalizing online crime reporting
Another trend in increasing the effectiveness of law enforcement is popular method of reporting crimes via online reporting. This alters, and can improve, the way police respond to these crimes.
In an increasingly online world, the normalization of online crime reporting makes more and more sense. Urgent crimes or violent crimes that require an immediate response, of course, will likely always be reported via phone or text to a PSAP.
However, crimes requiring a less urgent response - petty larceny, vandalism, etc. - are perfect candidates for online reporting. That’s because this method allows citizens to report more thorough information, which police can then review and respond to calmly, knowing that they don’t have to rush over immediately.
KOVA is dedicated to helping law enforcement and other members of the public safety community do their jobs better each day. For more on how law enforcement is changing and evolving, read our post “What’s Next for Public Safety Technology?”
Technology is now being used to change and improve the quality of work and communications in nearly every industry. And as you already know, the public safety sector is no exception.
Way back in 2012, the Middle Class Tax Relief and Job Creation Act was signed into law. Among other things, it created the First Responder Network Authority, or FirstNet, for short.
FirstNet’s mission was to build, operate, and maintain a nationwide wireless broadband network dedicated entirely to public safety.
Why was this necessary? Because at the local, state, and federal levels, there are tens of thousands of organization and individuals that respond to emergencies. And unfortunately, as communications technology has advanced, those organizations have run into interoperability problems and communications challenges. A change to a more interoperable system has been necessary for a long time.
Although FirstNet has been delayed for several years by legal challenges, it’s now ready to award a contract to a private partner who will help build the $7 billion network across the country. If all goes well, the winner of the contract will be announced later this year, and we’ll see the beginnings of a change to a dedicated, more interoperable system that has been necessary for a long time.
And at CES 2017 in Las Vegas this year, we got a glimpse of how broadband will facilitate that change.
One of the examples used at the conference was New Year’s Eve in Las Vegas. That night, practically every single law enforcement officer is working, and they have the ability to bring in the National Guard if necessary.
That equals a huge load on the communications networks being used. Once FirstNet becomes a reality, officers and departments will have their own dedicated broadband network with which to work and communicate.
Many potential ideas for moving forward with the technology were bandied about during the conference. Everything from mobile report dictation—to cut down on the amount of time spent writing reports—to automatic recognition of stolen vehicles’ license plates during traffic stops came up during the session. Even wearable technology to monitor officers’ health was addressed.
These are all developments that law enforcement officials are excited to see possibly become a reality when FirstNet gets up and running.
And FirstNet expects to be moving quickly once they finally award the contract. The wait has been long, but it’s also given them time to prepare, including laying out a 100-day plan with strategic milestones that they plan to hit once the contract is awarded and the ball begins to roll.
The push for better and more intuitive technology in public safety is only going to increase once FirstNet’s broadband network comes to fruition, and law enforcement agencies—and the general public—stand to benefit tremendously from these advances.
It certainly is a fast moving field, so if you’d like to learn more about technology and its effects on public safety, then take a look at our article, “5 Amazing Apps That Are Improving Public Safety.”
Law enforcement practices are going through some changes right now, and there is a great deal of scrutiny on departments and officers around the country. Whether fair or not, there are expectations of change in law enforcement, some of which have been in the works for years, while others are brand new ideas. So let’s take a look at some of the trends that we’re seeing right now in law enforcement.
1. Body cameras
Body cameras have come into wider use recently, and they can have a positive impact for both the officers and civilians they interact with. Body cameras can provide definitive evidence in situations where a police interaction is disputed. This contributes to the trend of transparency and accountability that departments are pursuing, especially when it comes to use of force.
2. Police are people too
Another trending item right now is making an effort to engage and encounter the community in such a way that will show them that each officer is a person just like them. It can be easy for departments to retreat and go on the defensive when faced with negative perceptions and distrust, but we’re seeing more use of dialogue and engagement to help alleviate those negative perceptions and remind community members that officers are doing their jobs to the best of their capabilities, and are limited by the fallibility of human nature—just like the rest of us.
3. Community engagement
Related to the last point, we’re seeing an increase in the number of ways in which departments reach out with community partnerships and engagement.
This level of communication is important because these connections and collaborations can have positive effects on police-community relationships. Bringing individuals together in non-confrontational encounters works to heighten the sense that police are individuals, and it also helps to improve officers’ cultural competencies and understanding of the community they serve.
4. Social Media Comes Into Play
The rise of social media has vast implications for officers’ ability to find suspects, gather evidence, and perform their jobs.
So many people post personal information about their geographic location or plans, and social media can provide a wealth of information for law enforcement.
On the other hand, the social media environment can also be detrimental to law enforcement when officers are caught on video and put online for everyone to see. Law enforcement agencies are now developing sound, reasonable social media policies to stay transparent and accountable.
5. Technology Advances
While the pace of technological advance definitely isn’t slowing, law enforcement agencies are taking the time to decide what truly works for their agencies, and what may be more of a flash in the pan.
We already touched on body cameras, but departments will also need a way to effectively enter data, access it, and analyze it if they are going to make the most of new tech developments.
If you’d like to learn more about trends in law enforcement, and what may be coming in the future, then read out post, “4 Police Technologies That Are Changing Policing.”
