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311 Basics: All About 311 Terms, Metrics/Strategies, Trends and Tools (like CRM)
Introduction to Customer Service in 311 Municipal Call Centers
Introduction and Exercise (12:54)
Terms, Trends and Strategies Used in 311 & Muni Call Centers Today (16:36)
Diving Deeper into 311 Metrics/Strategies (like KPIs) and Tools (like CRM) (21:00)
Overview of 311 Infrastructure & Case Studies of Govt Contact Centers from Around the USA (9:48)
Exercises (2:29)
Exercises
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