The Public Technology Institute (PTI) recently announced 16 winners of its Citizen-Engaged Communities for 2012-2014. Representing a diverse scope of contact centers, the number of call agents in the nominations range from two to more than 50 and annual call volumes range from 50,000 to more than 18 million calls.
The scoring involves metrics and standards in three key areas for multi-channel contact centers:
- Citizen Participation Processes (information, service requests, complaints, interactive business applications and forms, surveys, focus groups, suggestions, chats)
- Integrated Communication Channels and Technology (live agent and self-service channels, contact center linkage with service departments, VoIP telephony, call management, , , , work management, mobile citizens and mobile crews, Web 2.0 applications, knowledge-based data repositories, IVR)
- Performance Reporting (external citizen metrics, customer-driven internal service metrics, use of real-time data, service level agreements for contact center and service departments, application of data)
The local governments designated as 2012-2014 Citizen-Engaged Communities are:
City/County Population: Up to 75,000
- Evanston, Ill.
City/County Population: 75,001–150,000
- Ann Arbor, Mich.
- Hamilton Township, N.J.
City/County Population: 150,001–300,000
- Buffalo, N.Y.
- Corpus Christi, Texas
- Leon County, Fla.
- Winston-Salem, N.C.
City/County Population: 300,001 or more
- Charlotte and Mecklenburg County, N.C.
- City and County of Denver, Colo.
- Miami-Dade County, Fla.
- Montgomery County, Md.
- New York
- Orange County, Fla.
- Sacramento, Calif.
- San Francisco
- Read the main story, "Citizen engagement through call centers," to learn how call centers have evolved into multi-channel customer service operations.