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Police contact management: ‘Increased channel choice will improve our service – but don’t expect it to decrease demand’

As part of the process of compiling the recent CoPaCC Future Police Contact Management report produced in partnership with Salesforce, Policing Insight Editor Keith Potter spoke to PSNI ACC Alan Todd, the NPCC Lead for Contact Management, about the key issues facing policing in relation to public contact – from the increasingly complex nature of demand, to the growth of digital and expanding channel options, the continuing impact of the pandemic, and the long-term challenges and technological opportunities.

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