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News : City Seeks Input on How to Make 311 Helpline More User-friendly

#contactcenterworld

Albuquerque, NM, USA, April, 2019 -- From graffiti to trash pickup, the Albuquerque's 311 helpline gets almost 1 million calls a year. Now, the city is trying to make it even more accessible.

Rowan Wymark has been an Albuquerque local for awhile and is quite familiar with the city's 311 service.

"I call them so often that I tell them it's their priviledge to serve me," said Wymark.

The helpline lets people like Wymark in the know about all things Albuquerque—everything from city events, bus routes—and even lets them report about non-emergency issues like trash and graffiti, which Wymark has done before.

"It's usually things like not having a trash pick up," said Wymark.

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It's reports like those that 311 wants to hear about so they can fix the problem and wow, do they get a lot of calls each year.

"Close to a million in total contacts, about 900,000 calls," said Carrie Prothero, 311 Division Manager.

With this high amout of calls, 311 wants to know how it's doing and if it needs to revamp the way 311 handles reports. So, the 311 Division sent out this survey.

"We ask questions like: Have you heard of us? What's your favorite way of contacting us? What would you like to see different about the services that we offer?" said Prothero.

The 311 division is even asking people if they would rather contact 311 through text message or Facebook, and if they felt contacting 311 helped resolve the problem quickly.

"I do think that would probably be something I would want to try using from here on," said local Lynn Higgin. "Especially with some of the things I've noticed in the area."

Right now, it's too early to tell if the survey's results will change 311 methods, but for now, people like Wymark feel 311 is a God-send.

"They're a great," said Wyamrk. "They're a great service."

In the past, the survey was mailed to a small number of residents who used 311 in the previous year. Now, for the first time, the city is expanding it and putting the survey online so everyone can access it.

So far, only 50 people have taken the survey, but the city said you have until mid-May to fill it out.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent

Source: https://www.krqe.com


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Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - A Welcome Call

Read today's tip or listen to it on podcast.

Published: Monday, April 22, 2019

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2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 
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