3rd Annual AWARD of DISTINCTION
3rd Annual AWARD of DISTINCTION Awarded to the City and County of Denver, CO
At the 2016 AGCCP conference in Evanston, IL, Nick Scheidegger accepted the Award of Distinction for “Innovations in Technology” on behalf of the City and County of Denver’s Technology Services. With ever increasing phone calls to Denver’s 311 Contact Center, they recognized an opportunity to solve issues using popular technology which would provide efficient and individualized customer service. Their solution was pocketgov.com – a mobile web application that works on any device and allows users to make payments, report issues in the community, find property values, sign up for customized services such as street sweeping reminders and much more.
Since the inception of pocketgov.com in January 2015, thousands of citizens have created profiles on the application resulting in the reduction of 311 phone calls and an expected savings more than $250,000 per year by converting to less expensive “clicks.” The popularity of pocketgov.com can be credited to creative marketing including a video titled “Little Black Dog” that can be accessed at https://www.youtube.com/watch?v=QnTiMjnk6EE.
Congratulations to the City and County of Denver!
2017 ANNUAL CONFERENCE
The FUTURE is NOW…Get CONNECTED
The 2017 AGCCP conference is a mixture of a traditional and an unconference format. The unconference portion is participant-driven which allows you to have thought-provoking discussions with other government contact center professionals–about the issues that matter to you most.
Learn from and share with your peers
- Less canned presentations and more group discussions
- Serious business informal atmosphere
- Topics by YOU
- What keeps you up at night?
- What areas do you want to improve on?
- Have a burning issue addressed by those who walk in your shoes
- Learn from and share with your peers
- Build lasting relationships
- High value, LOW cost for a conference practically designed by you for you
AGCCP’s Annual Conference is the perfect blend of education, networking, problem solving, and fun. You can expect sessions on contact center technology and trends impacting our industry now and in the future. You will also have numerous opportunities to tap into the knowledge of successful Contact Center Leaders including training experts and technology service providers. Make connections with a diverse group of professionals with whom you can share your experiences, ask questions, and brainstorm solutions.
Join us June 12 – 15, 2017 in Chattanooga, TN. The GigCity – Chattanooga the first, fastest, least expensive high-speed internet. (or whatever their tag line is) Register by April 21, 2017 for a $50 discount.
You still have time to submit your application for the 2017Award of Distinction to receive a complimentary registration.
2016 ANNUAL CONFERENCE
Evanston, IL Monday May 9th – 12th
The 16th Annual AGCCP Conference “Make Every Connection Matter” was held in lovely Evanston, IL on May 9 – 12. It was a very informative event for all who attended. A mixer highlighting the “Tastes of Evanston” was the perfect forum to connect with the members we waited a year to see and to meet and greet the new members we are so happy to have on board. Chicago style pizza, Italian beef, and hot dogs were among the fun foods we shared as we had a great opportunity to catch up and introduce ourselves. The conference began with a lot of humor and interaction as we learned how improv could be used in the workplace. Our fabulous host, Sue Pontarelli, and her partner from Comedy4 had our group in stitches as we learned Improv Communication Innovation.
The roundtable discussions were invaluable and provided great ideas on Employee and Customer Engagement, Innovative Technologies, Performance Metrics and Social Media. Our vendors also provided some great presentations and were always close by to answer questions, showcase their products and services and provide some great resources for our centers. Photographers were on site to capture candid moments but also provided the opportunity to get some professional headshots and group pictures.
One of the most exciting presentations at the conference featured our sponsors, Global Contact Services, introducing their new Customer Service Certification program. They worked directly with AGCCP to create this program and we are proud to endorse it. The program is already available for purchase and provides a fresh, fun take on soft skills. GCS was also the host of a beautiful evening at historic Wrigley Field, where our members had a fun time networking while enjoying the Cubs vs. the Padres.
The opportunity to tour the Chicago 311 Center was an added bonus – we’d like to thank one of our newest members, Audrey Mathis, for sharing some great information about Open Data and for welcoming us to her center.
The conference always serves to rejuvenate and motivate by providing new ideas, perspectives and positive energy we can bring back to our centers. Thanks to Sue and her team for hosting such a successful event and to all who attended for such a valuable experience.
See you next year in Chattanooga!
Submit your nominations for the 3rd Annual AWARD of DISTINCTION
Nominations for the AGCCP Award of Distinction are now being accepted with this year’s award focusing on Innovation in Technology. The 3rd Annual AGCCP Award of Distinction will be given to the contact center that shows a commitment to moving the contact center towards excellence through innovations in technology. The “Award of Distinction” will shine a light on the center that has developed or introduced innovative technology or has used technology in creative ways to increase agent productivity, use data more effectively, and/or strengthen relationships with their customers. Innovation and creativity are drivers that create better ways for customers to interact with their government. This award will recognize the discovery, collaboration and implementation of this innovation and the substantial and positive impact their support has on the contact center.
Submit your completed application by March 4, 2016.
2nd Annual AWARD of DISTINCTION Awarded to Kim O’Hara
At the 2015 AGCCP Conference in Pittsburgh, the winner of the 2nd Annual “Award of Distinction” was announced during a beautiful evening dinner cruise. This year’s focus was on a person, unit, team or department that offered “exceptional support” in moving their contact center toward excellence. The winner who took home the 2015 trophy was Kim O’Hara from Alabama’s Baldwin County Commission.
Ms. O’Hara is an amazing and dedicated employee and we were proud to name her our winner! Congratulations, Kim!
Check out the members only section to view the winning application.
SPOTLIGHT: Featured Call Center
Who can you call in Indianapolis to report a pothole, high weeds or a beer-drinking raccoon? What if you want to know if it is against the law to eat garlic while driving? Or if you decide you have the perfect solution to the city’s budget woes: fine people who leave public restrooms without washing their hands?
You would call the MAC – The Mayor’s Action Center, since they have fielded all of these questions and more!
The center was created over 20 years ago by former Mayor Stephen Goldsmith, to give residents a central place to call for a service or to file a complaint or just to ask a question. They also serve as the city-county switchboard.
In 2012, they handled 213,990 calls or an average of 17,833 calls per month. Their top requests are potholes, stray animals and high weeds, although they get their share of unusual requests as well. Nowadays, you can also request a service online at RequestIndy or thru a mobile app which generated 35,922 requests in 2012.
Indianapolis is the 12th largest city in the United States with a population of 820,445. But the MAC is staffed by just a few, very efficient people, with the equivalent of 12.65 FTE’s right now with plans to hire an additional FTE soon.
One thing is for certain: if you need to know about wild animals that have a drinking problem or if it is legal to wear clothing made of hemp or just want to report a regular, old pothole, the Mayor’s Action Center is equipped to handle it.
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Co-sponsored by ICMA and PTI
Emotional Intelligence: Why It Matters to IT
Having a project leader with a well-developed emotional intelligence is vital to the project’s success. It is fairly easy to sell management on business improvements. Acceptance of major change at the staff level can be more difficult for reasons including fear of the unknown, overall resistance to change and lack of trust in management…
Technology Forecast 2013: What State and Local Government Technology Officials Can Expect
This webinar previewed the landscape for 2013 by looking at the technology priorities, issues and trends for state and local governments.
The Impact of Channel Shifting on Local Government Contact Centers:
Does it result in fewer calls or is it just a way to reach a different generation? Channel shifting describes the various ways you interact with callers and how it is shifting from just telephone calls, from self-service on the web to interactive chats to emails or receiving information from mobile devices. But will channel shifting really cause call volume to drop?
Local Government Call Center Metrics
What should your local government call center be tracking and what is the best way to do it? Is average talk time an important measurement? What does your abandon rate tell you? And what can aux time versus unavailable time tell you?