The process is easy, apply today. Applications must be received by March 18, 2019. Click here for more information.
The 5th Annual AGCCP Award of Distinction will be given to the contact center that shows a commitment to PEAK CUSTOMER EXPERIENCE . The Award of Distinction will shine a light on the center that has developed or introduced a program demonstrating how a contact center provides peak customer experiences in their community. This award will recognize the discovery, collaboration and implementation of these innovations and efforts that impact your customer experience.
Join us for the award presentation in Denver, Co during our annual conference.
4th Annual AWARD of DISTINCTION Awarded to the City of Toledo, OH.
CHATTANOOGA, TN – June 13, 2017 – Engaging citizens to reach out for assistance for a myriad of answers to local government’s centralized contact centers is a challenge every organization has. This year’s AGCCP “Award of Distinction” for Community Engagement was presented to the City of Toledo’s Customer Service Center at the national conference. Accepting the award on behalf of Engage Toledo was Abby Arnold, Commissioner and Jenny Gogol, Manager of the City of Toledo’s Department of Public Utilities.
Toledo was one of six municipalities who submitted an application for the annual award open to all member organizations of the AGCCP. All location identifying information is redacted and then presented to committee members for voting. Included in the judges panel are select members of the AGCCP Board of Directors, an AGCCP member at large, the winner of the previous year’s Award of Distinction and a local customer service expert from a business not associated with a government.
This year’s winner, City of Toledo demonstrated an initiative to transition a 24-hour mayor’s action line to a more traditional 311 call center that included a branded mobile app “Engage Toledo” and a walk-in customer service center. The Customer Contact Center has become a central one phone number focal point for citizens to ask any type of question to a knowledgeable staff. Abby Arnold, Commissioner of Utilities Administration at City of Toledo reinforced the ability of the center to support water emergencies, field operations dispatch and all services that directly impact citizen engagement.
The AGCCP is comprised of government contact center managers from municipalities in the United States and Canada. For more information about AGCCP and its’ member benefits, please visit agccp.org or contact us at firstname.lastname@example.org.
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.
2017 ANNUAL CONFERENCE
The FUTURE is NOW…Get CONNECTED
Don’t miss the opportunity to “get connected” at the 2017 AGCCP “Unconference!” This year’s conference will be a mixture of tradition with speakers, sponsors and vendors but mainly a participant-driven format 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? Discuss with those who walk in your shoes
- 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.
Register by April 21, 2017 at the reduced rate. Early Bird registration is $150 for AGCCP Members. Public sector employees who are not members of AGCCP can register for $200. After April 21st registration increases by $50.
You still have time to submit your application for the 2017Award of Distinction to receive a complimentary registration.
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.