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Understanding How to Effectively Optimize Call Center Services for Public Agencies – An introduction to constituent/customer interaction management solutions for large public agencies in California
A Webinar for Large California Cities, Counties and Special Districts
Wednesday, July 19, 2017, 11:00 a.m. to Noon Register
The most common and critical interaction that most California public agencies have with their constituents and customers is often through direct phone, chat or e-mail. These interactions can provide opportunities for public agencies to develop long-lasting and positive reputations within their communities, but too often, these opportunities are not captured, and instead relegated to impersonal, automated answering systems.
Join us for a live and interactive webinar that will provide large California Cities, Counties and Special Districts with an introduction and overview to affordable and effective customer interaction management approaches, policies and processes in California. Learn the fundamental elements including
- high-quality call center operations,
- fundamental principles of phone, live-chat and e-mail-based customer care,
- rapid response to politically sensitive issues,
- approaches to explaining legally complex issues to constituents, and other elements of contemporary call center management.
In addition, essential oversight elements of the management of large scale document processing, including data-entry, reviewing and responding, scanning, filing and mailing will be introduced. This webinar is designed for public agency staff involved in the management of in-house and/or third-party call centers
ervice Center Supervisor, SCI Consulting Group
Jim MacDougall is a customer service professional with over 19 years of call center customer service experience, and supervisory experience spanning over 15 years. His specialties include call center start-up; call center representative hiring, training and development, ACD call tracking, call center operations, written performance evaluations, public transportation logistics, and employment law. For three years, Mr. MacDougall provided day to day supervision of the East Bay Para Transit call center. He monitored the flow of incoming customer service and reservation calls, assisted with trip planning both locally and regionally, maintained service levels and ascertained trips were ADA compliant. He also assisted with difficult situations or problems encountered during transit service hours. He was able to handle and resolve stressful situations with customers, service providers and department employees.
Service Center Manager, SCI Consulting Group
Brenda Short contributes over 18 years of experience in call center administration, support and management. Ms. Short has extensive experience in developing training curriculums, managing client Performance Metrics expectations and multi-channel contact centers. She worked for TravelSmith for 14 years and always exceeded their Service Level Agreement goals. Year-in and year-out, Ms. Short’s call center exceeded sales expectations by 20%, and expenses were 10% below budget. She is highly regarded by the executive leadership at TravelSmith. Her most recent achievement was building, hiring and training a start-up call center which services the State of California’s most widespread fee in history.
Also, go to our Workshops page for more details about SCI Consulting Group's 'hands-on' Northern and Southern one-day workshop with step-by-step marijuana implementation and best practice tips for local public agencies.
Note: space for the workshop is extremely limited.
View our past webinars here.