April 8 - 10, 2019 | Phoenix convention center | west building, level one | phoenix, arizona

2019 ENGAGE311 Agenda

Please note that the dates, times and topics on this agenda may change leading up to the ENGAGE311 Conference

 Sunday, April 7  
 1:00 PM - 5:30 PM
   Registration and Check-In
 5:00 PM
   It's 5 O'Clock Somewhere Meet and Greet | Location TBA
     *Please note, this event is on your own and not included in the ENGAGE311 registration fee

 Monday, April 8


 Phoenix Convention Center | West Building | Level One

 7:30 AM - 1:00 PM    Registration and Check-In
 7:45 AM - 8:30 AM    Breakfast
 8:30 AM - 8:40 AM    What's the 311?
     Myra Linsker, 2019 ENGAGE311 Conference Chair, City of Wichita
    Welcome, Overview of Agenda and Session Objectives
 8:40 AM - 9:40 AM    Keynote Speaker
     Nancy Friedman, The Telephone Doctor
 9:40 AM - 10:00 AM    Virtual Call Center Tour
     City of Winston-Salem
 10:00 AM - 10:30 AM    Take 30! | EXPO311 Hall
     Let's take a break! Take this opportunity to visit and network with our sponsors and exhibitors in the EXPO311 hall.
 10:30 AM - 11:10 AM    Help Me, Help You
     Karen Ray, Assistant Public Utilities Director, City of Raleigh
     Diane Cooper, Customer Care Manager, City of Raleigh
    Through the use of simple and advanced technology we have been able to increase customer assistance options, decrease call volume and improve collection rates. We have been successful in mixing multiple programs and solutions to not only better manage the controllable call volume but to also reduce customer disconnection rates. In addition, we have been able to gain board support and partner with local charities and Health and Human Services organizations to expand a customer assistance program which has been received very well in the community. In short, helping the community, helped our workload.
 11:10 AM - 11:50 AM    CHI 311, With Chicagoans & For Chicagoans
    John Conley, Senior Director, Success Manager, Salesforce
Derrick Brownlee, Managing Deputy CIO, City of Chicago, Department of Innovation and Technology
    Chicago got its start in 311 back in 1999. Realizing a lot has changed since those days when the phone was the primary communication device and letter writing was more common than social media they embark on a path to completely revamp their solution. 

Join us to learn about their journey, the measured approached they took, and the innovation they have achieved during this session. Their combination of in person design workshops and focus groups helped to understand the residents’ vision for 311 and to make that vision a reality.
 11:50 AM - 12:50 PM    Let's Do Lunch!
    Continue the conversation and networking throughout the meal over table topics as you sit grouped by skillsets. Share your expertise and learn from others!
 12:50 PM - 1:30 PM

 2019 CS Week 311 Comparative Survey Presentation
 1:30 PM - 2:00 PM    Getting to Know You
     Kathy Cassidy, Division Manager, 311 Customer Service Call Center, City of Berkeley
 2:00 PM - 2:30 PM    Journey to 311: Creating a 311 Contact Center
     Michelle Manukonda, Customer Service Manager, City of Sugar Land
     Cynthia Dees, Director of Public Affairs, City of Sugar Land
    The City of Sugar Land 311 Contact Center was created in 2018. Review of starting a 311 Contact Center from scratch with the goal of enhancing the customer service experience, improving data analytics, allowing the department to focus on their core mission and assist with annexation.
 2:30 PM - 3:00 PM    Take 30! | EXPO311 Hall
    Let's take a break! Take this opportunity to visit and network with our sponsors and exhibitors in the EXPO311 hall.
 3:00 PM - 3:30 PM    Using IMPROV to Help Manage Stressful Circumstances
     Sue Pontarelli, 311 Service Desk Mgr, City of Evanston
    IMPROV is a great tool to use in everyday situations whether dealing with a difficult/stressful situation, contributing to a meeting or meeting with your boss or colleagues.
This presentation will give an introduction to IMPROV and basic IMPROV rules.
 3:30 PM - 4:10 PM    Rapid Fire Solutions
     Moderator: Myra Linsker, Mgr, Division of Customer Care, City of Wichita
    Break out in to small working groups to address major strategic issues and challenges facing the 311 industry and find solutions that all attendees can take home.
 4:10 PM - 4:50 PM    What's Next? Balancing Tech Options with Service Accountability in the CSX
     Russ Jensen, Director, City of Knoxville 311
    Once, having qualified. nice people answering the phone was enough. Today, people want a variety of options for their Customer Experience and as many "self service" options as possible. From apps that tell you exactly where your bus is, to what parking metered is open, our customers want services at the touch of a screen.
 4:50 PM - 5:00 PM    Closing Remarks
     Raquishela Stewart, 2019 Planning Committee Chair, City of  Charlotte
 5:00 PM - 6:00 PM    Welcome Reception | EXPO311 Hall

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