1 / 17

Do you know what I know?

Do you know what I know?. About Us. Baldwin County Commission Call Center was a consolidation of 3 “courthouse switchboard” operators from around the county. Went live in July 2004 Average well over 25,000 calls per month. Handle calls for over 200 Government Offices, Agencies and Departments.

fawn
Download Presentation

Do you know what I know?

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Do you know what I know?

  2. About Us • Baldwin County Commission Call Center was a consolidation of 3 “courthouse switchboard” operators from around the county. • Went live in July 2004 • Average well over 25,000 calls per month

  3. Handle calls for over 200 Government Offices, Agencies and Departments

  4. CHALLENGES

  5. GOALS • Establish a knowledge base in order to answer calls consistently, correctly and efficiently • Generate service requests directly in the call center in order to minimize transfers • Expand knowledge base to include a directory for all local government agencies

  6. BEFORE CRM IMPLEMENTATION Typical desk before addition of Lagan Knowledgebase – post its and papers everywhere. No consistency.

  7. AFTER LAGAN After Implementation of Lagan - No more notes, everything kept in knowledge.

  8. SERVICE REQUESTS

  9. INFORMATION REQUEST

  10. EFORM ACCESSED THROUGH KNOWLEDGE

  11. Do we really use it?

More Related