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)
