Introduction to Customer Service in 311 Municipal Call Centers
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Part 1: Introduction and Exercise (12:54)
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Part 2: Terms, Trends and Strategies Used in 311 & Muni Call Centers Today (16:36)
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Part 3: Diving Deeper into 311 Metrics/Strategies (like KPIs) and Tools (like CRM) (21:00)
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Part 4: Overview of 311 Infrastructure & Case Studies of Nonemergency Govt Contact Centers from Around the USA (9:48)
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Exercises (2:29)
