1288469

AWWA ACE63163

City of Charlotte 311 Call Center Implementation

Conference Proceeding by American Water Works Association , 06/01/2006

Lawrence, Rosemary

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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 impair operations; Change Management - transferring existing staff to new 24-hour function was difficult; and, Communication - relationships with back-end departments are critically important during planning and during on-going operations.
 

Product Details

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