Call centers stimulate citizen engagement
Like the private sector, local government contact centers often determine its residents’ perceptions of them. Its seamless service must engage and enable them to interact through multi-channels, and then demonstrate accountability through performance reporting, not just for calls, but also for service delivery.
The Public Technology Institute (PTI) recently announced 16 winners of its Citizen-Engaged Communities for 2012-2014. PTI created the program to recognize excellence in multi-channel contact centers and best practices for the use of Citizen Relationship/Records Management (CRM) systems, 311 services, web portal technology, telephony systems, Interactive Voice Response (IVR) and mobile communications infrastructure. Good customer service and processes characterize the winning package, both wrapped in today’s technology for fast, friendly and responsive service.
Read the entire story in American City & County, our sister publication.