1 / 6

311~Call Center Customer Relationship Management

311~Call Center Customer Relationship Management. Integrated workflow management Higher level of service with existing resources Standardized knowledgebase Integrated collaborative tools Distributed enterprise ownership Reduction in non-emergency calls to 911.

cedric-tanner
Download Presentation

311~Call Center Customer Relationship Management

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. 311~Call CenterCustomer Relationship Management

  2. Integrated workflow management Higher level of service with existing resources Standardized knowledgebase Integrated collaborative tools Distributed enterprise ownership Reduction in non-emergency calls to 911 Information, service, status update Goal …

  3. Citizen, Business, Tourist • County Directory • Knowledge Base • Service Request Workflow Library Public Safety Public Works Health & Human Services Parks & Recreation Finance, Tax, & Revenue EDA Housing Information Delivery Service Requests/ Incidents Service Requests/ Incidents Case Management Information Delivery/ Registration Information Delivery/ Customer Service Information Delivery Service Request/ Customer Service • Applications • FIDO • IQ • Databases • Documentum • GIS • Infrastructure • Telephony Platform • Microsoft Application • Performance Mgmt • Enterprise Reporting • Workforce Mgmt. Future … Customer Relationship Mgmt.

  4. Timeline … • June, 2005 –104 Project Human Services Call Center • September, 2005 – CRM RFP development • December, 2005 – 311 Telco carrier meeting • January, 2006 – Release CRM RFP • July, 2006 – Begin enterprise CRM pilot

  5. Calgary Indianapolis 311~Call Centers … Baltimore San Jose Dallas Chicago Houston New York City Birmingham Chattanooga Winston-Salem Akron Miami-Dade County Detroit Rochester Minneapolis Louisville City of Miami

  6. 311~Customer Contact Center

More Related