The Value of Multi-Channel Contact Centers
Multi-channel contact centers - a 311 telephone number, a city or county website, or walk-up help desks - provide citizens quick and easy access to local government. For elected leaders, these centers help you stay in touch with your constituents.
To help elected leaders better understand the role that these centers can play in connecting with constituents, and to help elected leaders understand the technologies that bring these centers to life, PTI has published the brief guide The Value of Multi-Channel Contact Centers: A Checklist for Local Elected Officials.
This guide provides a nontechnical look at how contact center technologies, such as Citizen Relationship Management (CRM) systems, impact city and county leaders and the citizens they serve. The guide contains a checklist that examines three priority areas:
- Citizen satisfaction
- Economic development and revenue opportunities
- Business process re-engineering
According to PTI Executive Director Alan Shark, “As more city and county governments begin to examine the different technologies and solutions available, it is important that elected leaders—the ultimate decision-makers in government—be as informed as possible and have a clear understanding of the impacts these systems can have across all levels of jurisdiction services.”
The Value of Multi-Channel Contact Centers: A Checklist for Local Elected Officials is an electronic publication in PDF format, available from PTI at no charge.
03-13-2009 Send a link Citizen Engagement Print version
