An Introduction to Customer Service in 311/City/Municipal Call Centers
An Intro to Customer Service in 311 & Municipalities: Terms, Trends, Strategies & Case Studies. Note: discounts available for govt. employees..
John has trained and certified over 700 professionals representing 200+ companies, utilities & 311/public agencies from every major continent. He has helped to select & procure over $300 million of 'customer experience technologies' including but not limited to procuring/implementing CCM (customer communications management), CRM, billing/CIS, smart city/grid, AI/automation and call center technologies, etc. He loves evangelizing new and innovative customer management strategies/technologies that streamline business processes and optimize revenues. Devoted to providing no-nonsense and vendor-neutral practical advice, John is often published for insights into his technology advice and research. He has been published in over 30 trade publications, and has authored several Best Practices reports for industry leaders. He is passionate about your success, and equally enjoys working with management as well as sitting side by side working with CSRs. John is a former Sr Advisor to a United States Secretary of Commerce.
StartPart 1: Introduction and Exercise (12:54)
StartPart 2: Terms, Trends and Strategies Used in 311 & Muni Call Centers Today (16:36)
StartPart 3: Diving Deeper into Terms & Strategies in 311 (21:00)
StartPart 4: Overview of 311 Infrastructure & Case Studies of Nonemergency Govt Contact Centers from Around the USA (9:48)