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Registration is complimentary to attend the
311 Synergy Group |
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Agenda |
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7:30 am - 8:00 am |
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Registration |
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8:00 am - 9:00 am |
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Breakfast |
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9:00 am - 9:15 am |
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Introductions &
Session Objectives |
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Eva Liggins,
Chairperson, 311 Synergy Group |
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Welcoming remarks by the 311 Synergy
Group Chairperson |
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9:15 am - 9:45 am |
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Idea Exchange -
Social Media |
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Facilitator Eva Liggins, City of
Dallas, with other 311
Directors/Managers |
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Carol Bell, City of Savannah |
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9:45 am - 10:30 am |
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ICMA Presentation |
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Cory Fleming, International
City/County Management Association (ICMA) |
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Anna Read, International
City/County Management Association (ICMA) |
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ICMA is the premier local
government leadership and management
organization and
a 311 Synergy Group Research Partner. Discussion will include the
recent publication
of their research published by the ICMA about Customer
Service and 311/CRM technologies. |
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10:30 am - 10:45 am |
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Morning Break |
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10:45 am - 11:15 am |
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Open Forum |
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Peer discussion about popular topics
submitted by attendees |
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11:15 am - 12 noon |
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Sponsor Presentation |
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Winbourne & Costas, Inc. |
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12 noon - 1:00 pm |
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Luncheon |
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1:00 pm - 1:15 pm |
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Merge with Call
Center Synergy Group for afternoon events |
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1:15 - 2:15 pm |
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Presentation |
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Penny Tootle, Customer Services
Supervisor - Las Vegas Valley Water District |
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Case Study: Las
Vegas Valley Water District's Quality Assessment
Program Model - Integration that Works for Feedback
that Matters
Las Vegas Valley
Water District has been using Advance Quality Monitoring
Applications and
tools for over five years and recently began an initiative that
was
focused on
increasing agent accountability. They found that the key to
successfully bringing this to the forefront of the call center
culture was to fully leverage the quality monitoring application
for a more comprehensive and meaningful performance assessment
program. Their call center environment is highly technical, and
they have found ways to capitalize on integration while building
better communication venues. |
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2:15 - 2:30 pm |
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Break |
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2:30 - 4:00 pm |
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Idea Exchange |
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Social Media |
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Economic Challenges |
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Creative Budgeting |
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4:00 pm |
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End of Session |
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