Full Description

This slide presentation outlines a project by the City of Charlotte, North Carolina, to implement a 311 customer service and information call center. The design process is outlined and lessons learned in three areas are outlined and include: Technology - disparate systems can impairoperations;Change Management - transferring existingstaff to new 24-hour function was difficult; and,Communication - relationships with back-enddepartments are critically important duringplanning and during on-going operations.

Product Details

Edition: Vol. - No. Published: 06/01/2006 Number of Pages: 10File Size: 1 file , 240 KB