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AGCCE Member Discussion Board
Preparing your Contact Center for Any Disaster
Learning from the lessons of Hurricanes Irene and Lee: Hear from local government
contact centers that operated during these natural disasters. How did they work with
the EOC, how did they handle staffing during an extended emergency, what was call
volume like and what systems did they use for ever changing information?
Click here to access the 49 minute recording
Research Resources:
ICMA Results Networks
Customer Service and 311/CRM Technology in Local Government: Lessons on
Connecting with Citizens report
Public Technology Institute pti - link to publications, guides, etc. regarding contact
centers.
Employee Motivation:
Frontline Spotlight Award (FREE)
If you’re looking for a way to recognize and reward an outstanding frontline rep,
Alexander Communications Group has the answer. It’s The Customer
Communicator’s Frontline Spotlight Award.
http://www.customerservicegroup.com/spotlightaward.php
Supercharge employee performance, cut costs and improve employee morale with
Animated Business ToonUps!®
http://www.marastar.com/
Susan brings fun and excitement to your meeting or conference along with
practical tips to help participants reduce stress and Stay Positive.... no matter
what!
www.susanmillerspeaks.com
What if you could take your human capital and develop them to even greater levels
of performance? What if you could create a workplace that helps your people feel
energized, competent, and positive while working at peak performance? With Todd
Arwood Performance Partners...you can!
www.toddarwood.com
Customer Service Training:
Give Em The Pickle and Leadership Pickles from Bob Farrell, customer service &
leadership training videos
http://www.giveemthepickle.com/
Scheduling tools:
Free Erlang C call center scheduling calculator
http://www.erlang.com/calculator/erlc/
Management resources:
http://www.incoming.com
http://www.cio.com/
http://callcentertimes.com/news/article.asp
Call Center Management Certification:
http://www.ciac-cert.org/
Preparing your Contact Center for Any Disaster
Learning from the lessons of Hurricanes Irene and Lee: Hear from local government
contact centers that operated during these natural disasters. How did they work with
the EOC, how did they handle staffing during an extended emergency, what was call
volume like and what systems did they use for ever changing information?
Click here to access the 49 minute recording
Research Resources:
ICMA Results Networks
Customer Service and 311/CRM Technology in Local Government: Lessons on
Connecting with Citizens report
Public Technology Institute pti - link to publications, guides, etc. regarding contact
centers.
Employee Motivation:
Frontline Spotlight Award (FREE)
If you’re looking for a way to recognize and reward an outstanding frontline rep,
Alexander Communications Group has the answer. It’s The Customer
Communicator’s Frontline Spotlight Award.
http://www.customerservicegroup.com/spotlightaward.php
Supercharge employee performance, cut costs and improve employee morale with
Animated Business ToonUps!®
http://www.marastar.com/
Susan brings fun and excitement to your meeting or conference along with
practical tips to help participants reduce stress and Stay Positive.... no matter
what!
www.susanmillerspeaks.com
What if you could take your human capital and develop them to even greater levels
of performance? What if you could create a workplace that helps your people feel
energized, competent, and positive while working at peak performance? With Todd
Arwood Performance Partners...you can!
www.toddarwood.com
Customer Service Training:
Give Em The Pickle and Leadership Pickles from Bob Farrell, customer service &
leadership training videos
http://www.giveemthepickle.com/
Scheduling tools:
Free Erlang C call center scheduling calculator
http://www.erlang.com/calculator/erlc/
Management resources:
http://www.incoming.com
http://www.cio.com/
http://callcentertimes.com/news/article.asp
Call Center Management Certification:
http://www.ciac-cert.org/
Tips:
In every crisis we go through, we learn something and I wanted to pass
along a little bit of what I have learned so far:
ALWAYS have a list of emergency contacts for each of your staff. I keep
one in my wallet, one at home and one at the office. Jeannie had no family
in Louisville, never married and had no children but because we had this
list, we were able to contact her sister in Florida and a close friend here in
town right away.
CROSS TRAIN! Jeannie was my statistic guru and even though I know how
to come up with the many reports she compiled for me, it would take me
three times as long and I don't have the time to do my own work much less
take on that huge job. Cathy, the reps' supervisor, has never been
involved in the creation of statistics but no more. From now on she will be
involved in every aspect of not only Jeannie's job, but mines as well - just in
case.
REGROUP - Good comes out of every bad so we are using this time to
re-think the reports we have been using for a long, long time. We are
looking at all the little things Jeannie did for MetroCall and how they can be
done more efficiently. Since our contact center has been operating for
such a long time, we have fallen into a rut and this "shake up" has been a
time for us to evaluate what we do, how we do it and why are we doing it.
CHERISH YOUR STAFF - Sometimes being a director of a contact center
keeps you in your office or away at meetings and a distance can develop
between you and your staff. Many of us in MetroCall have been together
for over 15 years and are very close but the reality of our jobs can take its
toll. Most of us are lucky enough to work in small contact centers so we
have the luxury of being a close knit group which is a blessing.
Losing a staff member unexpectedly is nothing we want to think about but it
can happen in a heartbeat. After you read this, go to your people and ask
how they are doing, is their family doing okay, did they have a good
weekend, did their team win or how was their golf game. We are fortunate
in MetroCall that we don't have to live with regret for not knowing or loving
Jeannie.
Thanks for listening.
Research partner: