How CSRs Can Optimize Citizen Relations: Understanding Citizens and Best Practices for 311 & Municipal Call Takers

For over 20 years, John Hoggard has helped 311s and utilities find, select, procure, prepare for, and implement the right CRM/CIS and related CX technologies. Having helped build many 311 and centralized govt call centers, he loves evangelizing new and innovative customer management strategies/technologies that streamline business processes and optimize revenues. As such, he has helped to select & procure over $300 million of 'customer experience technologies' including but not limited to CRM, billing/CIS, smart city/grid, AI/automation and call center technologies, etc. In addition, John has trained and certified over 700 professionals representing 200+ companies, utilities & 311/public agencies from every major continent. 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. His second book, "The GovCX Handbook" will soon be available on Amazon.