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Event Calendar
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12th Annual AGCCE Conference
May 15 - 17, 2012
St. Louis City, MO
Click here to learn more about the conference as well as register.
May 15 - 17, 2012
St. Louis City, MO
Click here to learn more about the conference as well as register.
FREE Webinars
Co-sponsored by ICMA and PTI
April 4, 2012, 1 p.m. – 2 p.m. EST
Channel shifting: does it result in fewer calls or is it just a way to reach a
different generation? Channel shifting describes the various ways you interact
with callers and how it is shifting from just telephone calls, from self-service on
the web to interactive chats to emails or receiving information from mobile
devices. But will channel shifting really cause call volume to drop?
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.
How government contact centers use reports to help departments and
their jurisdictions to improve processes and drive decision making
Pulling departments into your contact center thru your CRM: Learn how
jurisdictions have developed good relationships with departments through the
reporting capabilities of their CRM. Can a contact center CRM be the catalyst
for process improvement throughout the organization? Can a CRM help a
locality to spot trends or problems in neighborhoods? Click here to access the
recorded session.
Call center metrics: what should you be tracking and what is the best way to
do it? Is average talk time an important measurement? What does your
abandon rate tell you? And what can aux time versus unavailable time tell you
about your center.
For more information e-mail DJ Russell
Co-sponsored by ICMA and PTI
April 4, 2012, 1 p.m. – 2 p.m. EST
Channel shifting: does it result in fewer calls or is it just a way to reach a
different generation? Channel shifting describes the various ways you interact
with callers and how it is shifting from just telephone calls, from self-service on
the web to interactive chats to emails or receiving information from mobile
devices. But will channel shifting really cause call volume to drop?
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.
How government contact centers use reports to help departments and
their jurisdictions to improve processes and drive decision making
Pulling departments into your contact center thru your CRM: Learn how
jurisdictions have developed good relationships with departments through the
reporting capabilities of their CRM. Can a contact center CRM be the catalyst
for process improvement throughout the organization? Can a CRM help a
locality to spot trends or problems in neighborhoods? Click here to access the
recorded session.
Call center metrics: what should you be tracking and what is the best way to
do it? Is average talk time an important measurement? What does your
abandon rate tell you? And what can aux time versus unavailable time tell you
about your center.
For more information e-mail DJ Russell