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Call Centres - Topics A-Z
Topics A-Z listing of articles and resources about the use of call centres by government.
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- Integrating online channels into government contact centres
- by Craig Thomler. eGov AU - eGovernment thoughts and speculations from an Australian perspective, Thursday, August 7, 2008. "An area where I've achieved limited traction (so far) in my agency is over integrating online channels into our service delivery contact centres. Phone is a primary customer engagement channel for our agency and will continue to remain important as a way to reach customers who are financially unable or choose not to use online. However, just as the marketing and communications industry is now addressing the challenge of reaching customers who no longer engage with television or print ... customer contact centres are beginning to have to consider how to support online channels to engage customers..."
Added: 7 August 2008;
Page views: 787
Rating: 0
Votes: 0
- Single number for Birmingham in 2010
- Kablenet, 6 August 2008. "Birmingham City Council is planning to provide a single number for telephone contact. The UK's largest local authority will introduce the first phase of its Customer First programme in May next year, having already transferred calls on housing repairs to a new contact centre this April without problems. It will also open the first of a new kind of one stop shop around the same time..."
Added: 7 August 2008;
Page views: 497
Rating: 0
Votes: 0
- NHS Direct takes national telephony medicine
- Kablenet, 4 August 2008. "England's health advice service, NHS Direct, has greatly improved its ability to answer the telephone promptly following the introduction of a national virtual telephone system..."
Added: 5 August 2008;
Page views: 596
Rating: 0
Votes: 0
- McKesson gets the call for hotline
- by Ben Woodhead. The Australian Financial Review, 22 July 2008. "A long-awaited Council of Australian governments contract for a national health hotline that is expected to field more than a million calls a year has been awarded to US medical services operator McKesson..."
Added: 22 July 2008;
Page views: 636
Rating: 0
Votes: 0
- Local Government Group Forms to Promote 311/CRM
- Government Technology, July 17, 2008. "... A new group created by several leading organizations has formed to promote the use of and serve as a resource on centralized customer service systems, such as 311 call centers, citizen relationship management (CRM) systems, and online service requests, to improve local government service delivery and performance..."
Added: 21 July 2008;
Page views: 1,084
Rating: 0
Votes: 0
- State services hot line funding cut
- 211 assistance number falls victim to "tough fiscal times," spokesman for budget division says, By Valerie Bauman, Associated Press. TimesUnion.com, Monday, July 7, 2008. "Albany -- Most New Yorkers can pick up a phone and dial one number to find out what services or assistance they're eligible for -- regardless of their needs. But a 92 percent cut in state funding for the 211 hot line could drastically limit its ability to help connect New Yorkers with the services they need and halt a planned expansion across the state..."
Added: 8 July 2008;
Page views: 623
Rating: 0
Votes: 0
- Goog-411 finds way to Canada
- by Matt Hartley. Globe and Mail Update, June 20, 2008. "Don't know where to find the closest pizza parlour? No access to a computer or a phone book? Just call Google. Let them figure it out. Today Google Inc. launched a Canadian version of its voice-recognition local search phone service GOOG-411. Canada becomes the first country outside the U.S. to gain access to the service..."
Added: 26 June 2008;
Page views: 952
Rating: 0
Votes: 0
- Senate passes legislation to bring 911 systems into the Internet Age
- By William Jackson. Government Computer News, 17 June 2008. "The Senate has passed a bill that would require IP telephony service providers to offer 911 services and create plans for a national IP-based emergency response network..."
Added: 19 June 2008;
Page views: 538
Rating: 0
Votes: 0
- 911 Systems Upgrade to Accept Text Messages and Video
- By David Raths. Government Technology, June 18, 2008. "When Vermont's emergency response community switched to a new Internet protocol (IP)-based 911 telecommunications system in two data centers in February 2007, it put the state on the leading edge of the nationwide transition to next-generation 911 (NG 911) call centers..."
Added: 19 June 2008;
Page views: 1,276
Rating: 0
Votes: 0
- Toronto to Deploy Second-Largest 311 Non-Emergency Contact Center in North America
- Government Technology, June 16, 2008. "The city of Toronto signed a contract with BearingPoint LP to deploy a unified 311 non-emergency contact center computer system. The multi-million dollar contract calls for an overall implementation period of up to 22 months for the new system. When complete, Toronto's new unified 311 system will help manage the second largest non-emergency contact center in North America, behind only New York City..."
Added: 17 June 2008;
Page views: 953
Rating: 0
Votes: 0
- The 411 on 311? Don't dial 911 - it's still breathing
- Long-delayed municipal information hotline will be launched next summer, councillor says, by John Spears and Vanessa Lu, City Hall Bureau. Toronto Star, June 4, 2008. "Note: The latest estimate of $32 million for a 311 information service in Toronto covers the entire project, including hardware, software, building renovations, training and other setup costs. The following article was unclear about what the estimated cost will cover. Back in 2003, Toronto residents were told they'd be getting a brand new municipal information hotline: Call 311 for answers to questions about garbage pickup or your nearest public pool. Five years later, the service is still on hold, thanks to, as one councillor put it, a combination of bureaucratic and political stumbles..."
Added: 6 June 2008;
Page views: 1,828
Rating: 0
Votes: 0
- Web Self-Service Helps 311 Call Centers Reduce Load
- By Chandler Harris. Government Technology, June 3, 2008. "Until 2006, Minneapolis city government was burdened with an inefficient calling system. The Minneapolis Blue Pages telephone book listed more than 270 city government phone numbers. The city received about 16,000 calls daily, with as much as 30 percent being misrouted. The Minneapolis Police Department reported between 60 percent and 85 percent of its calls were misdirected. In 2006, city officials decided a change was in order and developed a 311 call center to provide an easy access point to city services..."
Added: 4 June 2008;
Page views: 538
Rating: 0
Votes: 0
- EU puts European emergency number 112 on the map before the summer holidays
- European Commission, Press Release, IP/08/836, Brussels, 3 June 2008. "The European Commission today stepped up its efforts to promote the use of the charge-free European emergency number 112 in the EU. As of today, the new website ec.europa.eu/112 will tell citizens how to use 112 and what to expect from it, particularly when they travel within the EU. It also shows how 112 functions in each Member State: how quickly calls are answered and in which languages..."
Added: 4 June 2008;
Page views: 819
Rating: 0
Votes: 0
- City's 311 taking service requests online
- wane.com, May 13, 2008. "Residents can report 6 most common problems directly on Web site. Fort Wayne, Ind. - In continuing to make City government as responsive as possible to residents, Mayor Tom Henry announced Monday that the six most common requests to the 311 call center can now be made online. Reports of potholes, missed garbage or recycling collection, abandoned vehicles on public or private property, or a streetlight out can be made by clicking on the 311 logo on the homepage of http://www.cityoffortwayne.org..."
Added: 16 May 2008;
Page views: 363
Rating: 0
Votes: 0
- City's 311 Call Center Celebrates Anniversary
- from the Mayor's Office, City of Knoxville, Tennessee, Bill Haslam, Mayor. News Release, May 5, 2008. "The City of Knoxville's Call 311 Center celebrates its third anniversary today - more than 600,000 calls after it began operations on the morning of May 5, 2005, by answering calls to a single city department. Today the office's seven-member staff handles non-emergency calls for all the city’s departments, something it took nearly 20 people across city government to do before the 311 System was established..."
Added: 8 May 2008;
Page views: 930
Rating: 0
Votes: 0
This category last updated: 30 September 2011
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