Date: Wednesday, October 28, 2009
Duration: 60 mins

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On this Webinar you will learn:

• Use the experience of the city of Birmingham, Alabama to improve your constituent services and reduce delivery cost.
• Offer citizens a self-service web portal with the ability to view the status of open cases and search a vast knowledgebase of government information to find the answers they need.
• Integrate Interactive Voice Response Systems (IVR) with citizen contact center representative's customized response capability.
• Ensure that knowledge workers who receive e-mail inquiries can easily link back to prior contact records and case histories — all on a single user interface.
• Benefit from a Reporting Dashboard that displays a summary of contacts and responses and gives service managers the information they need to ensure timely and efficient service. 

Featured Speakers:

Todd Sander
Deputy Director, Center for Digital Government

David Walsh
Microsoft Dynamics Public Sector

Brian Malone
City of Birmingham 311 Call Center Director

Matthew Panzano
Solutions Consultant, Tribridge

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