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May 4, 2012
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311/CRM Systems
Recently, I switched jobs. For 19 years, I was with the City of Hampton, first as a Program Director for the regional Foster Grandparent Program and then as Information Manager for the city’s 311 Call Center. I loved working at the 311 Call Center because no day was the same. There were always challenges and new things to do or work on and that was fun to me. Plus, it lead me to organizations like AGCCE and ICMA. But when I heard that the City of Newport News, a neighboring city, was going to start a 311 Contact
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February 27, 2012
Blog:
311/CRM Systems
Several years ago, I was searching for some sort of training that would be relevant to 311 Call Centers. I had taken previous training for call center managers but it was geared toward the private sector. When I brought up issues I was having in our government contact center, the others in the class looked at me like I was an alien from another planet. And I couldn’t relate to their emphasis on sales and profits. That is why I was thrilled to find AGCCE, the Association of Government Contact Center Employees.
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September 20, 2011
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Today is the last day that you can meet AGCCE representatives. Cindy Riordan, who works for the City of St. Louis and runs their centralized call center and DJ Russell, who works for the City of Hampton, Virginia and is the Information Manager for their 311 Call Center will be on hand today from 9 a.m. to 2 p.m. Citizen engagement can be done many different ways and government contact centers are a prime example of how you can get citizen input and help them feel part of the solutions to some of the problems of local
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September 16, 2011
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The recent economic news is just cause for citizens and businesses to think twice before making significant investments in their homes or businesses. Government, especially local government, has to justify every investment of tax dollars, which come under even more scrutiny in this economic climate. So, why should local government consider creating a new centralized contact center? What can a city manager tell citizens and city councils or board of supervisors to justify the expenditure? First, one of the reasons that the FCC allocated “311” to
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