311 Programs Improve Service to Citizens, But Cost is an Issue
Outsourcing helps cities control rising 311 costs Thanks to innovative uses of mobile apps, social media and online self-help channels,…
311 Maturity Model
Cities Find Big Value in 311 Apps
Residents resolve non-emergency issues at the touch of a button Across the U.S., cities of all sizes have adopted 311…
Cities Respond to Demand for Bilingual 311 Services
As the Hispanic population grows in the U.S., more and more cities that operate 311 contact centers face challenges serving…
311 Call Centers-More Than a Call Away
Municipal 311 programs have grown wide-ranging, comprehensive, and often quite expensive. City managers are challenged to bring all non-emergency city…
The 311 Contact Center
In the not-too-distant past, 911 systems in U.S. cities were overwhelmed by costly and time-consuming non-emergency calls. They ranged from…
After Two Decades, Non-Emergency 311 Services Are More Than Just a Call Away
311 Programs Incorporate Multichannel Customer Contact Centers, Web Portals, and Mobile Apps Back in the day, when you needed the…
The 311 Contact Center in the 21st Century: Challenges and Opportunities for U.S. Cities
A Seamless Transition
When outsourcing contact center operations, the transition to the service provider is a critical step that can keep executives up…
Social Media Drives the Shift from Call Centers to “Contact Centers”
The telephone is the most popular way for consumers to reach out to companies, especially if a complex customer service…
