311 Basics: All About 311 Terms, Metrics/Strategies, Trends and Tools (like CRM)
An Intro to Customer Service in 311 & Municipalities: Terms, Trends, Strategies & Case Studies. Note: discounts available for govt. employees..
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- By John Hoggard
311 Leadership Certificate Workshop
A high-impact, in-person or remote session, designed exclusively for city and county 311 professionals seeking to strengthen their leadership skills and position themselves for future advancement. Focus on the practical leadership competencies required to drive innovation, improve team performance, and elevate the citizen experience in a government contact center environment. Explore strategies for leading performance improvement initiatives, strengthening employee engagement, leveraging data for decision-making, and anticipating the evolving role of 311 in local government. Upon completion, attendees will receive a 311 Leadership Certificate—an official credential that counts as Workshop 1 of 3 toward becoming a Certified 311 Professional or Certified Government Contact Center Professional. Only government employees of city or county 311 programs may participate, reflecting the 311 Training Institute’s commitment to objectivity and non-vendor influence.
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- By John Hoggard
How CSRs Can Optimize Citizen Relations: Understanding Citizens and Best Practices for 311 & Municipal Call Takers
Facts About Your Customers, What Customers Want, and CSR Best Practices. Note: discounts available for 311 govt. employees.
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- By John Hoggard
Human Behavior & CX: A CSR’s Guide to Survive & Thrive
This workshop explores how 311 customer service representatives (CSRs) influence citizen interactions and overall perceptions of city services. Participants will examine key factors that shape customer attitudes and behaviors, as well as techniques for maintaining a positive and effective approach in daily interactions. Topics Covered: -The impact of CSR mindset and strengths on customer interactions. -Internal and external drivers of human behavior and customer expectations. -Strategies for framing responses to improve communication and service outcomes. -The role of customer experience (CX) in government service delivery. By the end of the session, participants will have a better understanding of how their approach and communication shape the overall customer experience in 311 operations.
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- By John Hoggard
Selecting and Implementing Customer Relationship Management (CRM) for Municipalities & 311
Candid input on what you NEED to know BEFORE selecting and implementing CRM for your city/311.
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- By John Hoggard
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