GOVERNMENT CONTACT CENTER NEWS - June 2006

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  • The purpose of this monthly eletter is to foster progressive front line customer support in the public sector.
  • Please forward it to others you know in help desks and call centers at all levels of Government.
  • Be sure to visit the web site for our community of practice at www.fedhelpdesk.osf.noaa.gov
  • Your comments, items for sharing, and subscription changes are always welcome at Daryl.L.Covey@noaa.gov.
  • Issue date is usually very near the first of each month.

-- CLICK & LEARN! --

Tracking Systems
If you’re a Government employee or Government contract employee, CLICK HERE and respond to the following:

  1. At what level of Government do you work (Federal, state, or local)?
  2. What type of operation do you work in or manage (help desk, call center, web portal, etc.)
  3. What automated tracking system(s) do you presently use for processing assistance requests from customers?
  4. What automated tracking systems would you like to learn more about from others in Government customer support who are using them?
  5. Do you want to be networked with others based on your responses to questions above?
Results will be shared in next month's eletter.

-- COMMUNITY NEWS --

SEE YOU ON THE 14th!
Our industry experts speaking at Government Customer Support Conference 2006 are listed at the end of this eletter. I’ll be sharing some white papers with you and premiering the Cgov model for supporting Government’s customers. You can still register and review the full program at http://www.hthts.com/gcs.htm. Join us!

WORLD BANK TOUR FULL
The World Bank global IT support center tour for GCSC attendees on June 16th is full. If you’ve already replied, you’re in! Full details will be provided at GCSC.

GCSC EVENING OUT
You can still join our networking group for sightseeing and dinner after the first day of GCSC -- just email me. It’s informal, via public transportation, and on your own nickel.

VOIP INSTITUTE @ GCSC
The Washington area chapter of the VOIP Institute will meet in conjunction with Government Customer Support Conference 2006 this month. For details, see http://www.voip-info.org/wiki/view/VoIP+Institute.

-- INFORMATION --

PREDICTIVE ANALYTICS
-- http://www.informationweek.com/security/showArticle.jhtml?articleID=188500520

CALL CENTER TECHNOLOGY
-- http://www.cio.com/archive/060106/call_center.html

CUSTOMER WAIT TOLERANCE
-- http://www.cnn.com/2006/HEALTH/05/29/impatient.nation.ap/index.html

CAPTURING KNOWLEDGE
-- http://www.fcw.com/article94134-04-20-06-Web&mgtnewsletter%3Dyes

PANDEMIC CONTINGENCIES
-- http://www.boozallen.com/media/file/Influenza_Pandemic_Simulation.pdf

OUTSOURCER RELATIONS
-- http://www.destinationcrm.com/articles/default.asp?ArticleID=6048

CUSTOMER CHAT
-- http://www.destinationcrm.com/articles/default.asp?ArticleID=6089

IT DISASTER READINESS
-- http://www.govtech.net/localgovt/feature01.php

-- WEBINARS --

Service Oriented Architecture
-- http://www.iian.ibeam.com/events/post001/15631/index.jsp?adid=egcnupd20060601

Migrating Expensive Calls
-- http://www.benchmarkportal.com/store_files/webinar/microsoft/Register.html

Mobilized Citizen Service Workforce
-- http://www.govtech.net/digitalcommunities/event_mobilized.php

-- GOOD REFERENCE --

For multilingual customer support guidance, see http://www.lep.gov/

-- COMING EVENTS --

FISMA Seminars, Washington, June 2-30
-- http://cl.exct.net/?ffcb10-fe4a1279706d02757217-fe3b15727365007d711571-ff2910727c63

Techno-Security, Myrtle Beach, June 4-7
-- http://www.gcn.com/gcnupdate20060503a

Government Customer Support Conference, Washington, June 14-15
-- http://www.governmentconference.com

Managing Technology, Philadelphia, June 21-23
-- http://www.governing.com/govconf.htm#mtech

GMIS 2006, Charleston, June 25-28
-- http://www.gmis2006.org/

Excellence in Government, Washington, July 10-11
-- http://www2.govexec.com/EIG2006/index.cfm?CFID=613445&CFTOKEN=70928608

Strategic Internal Communications, Washington, July 12-14
-- http://www.aliconferences.com/conferences/internal_comm_gov0706/0706.html

E911 Technology Fair, Washington, July 13
-- jamie.radice@e911institute.org

Politics and Information Systems, Orlando, July 20-23
-- http://www.conf-info.org/pista06/website/default.asp

itsGov Technology, Washington, July 26
-- http://www.itsgov.com/

Customer Feedback Metrics, Chicago, July 31 – August 2
-- http://www.iqpc.com/cgi-bin/templates/singlecell.html?topic=236&event=10327

-- PARTING THOUGHT --

“Don't tell people how to do things, tell them what to do and let them surprise you with their results.”
-– Gen. George S. Patton

Enjoy Your Summer!


Industry Experts Presenting at Government Customer Support Conference 2006:

  • Patrick Bultema -- Aeroprise
  • Greg Charles -- Computer Associates
  • Barton Goldenberg -- ISM
  • Peggy Gritt -- VOIP Institute
  • Donna Holt -- Help Desk Xlence
  • Pete McGarahan -- McGarahan & Associates
  • Ivy Meadors -- High Tech High Touch Solutions
  • Kate Nasser -- CAS Inc.
  • Penny Reynolds -- The Call Center School

-- Last Month's "Click and Learn" Responses --

Sharing published service levels with customers
Responses were 50% Federal, 40% state, and 10% local, with an even mix between call centers and help/support desk operations. Only 10% of those responding currently share published service levels with customers. However, half of the remainder plan to begin soon. Response time was the only service level cited as currently being shared in published form. Thanks to all of you who responded!

For citizen (and internal) service level guidance, check out the CSLIC report at http://www.usaservices.gov/pdfs/performreport.pdf




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