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Member Resource Center Phone System Overview

This document provides a comprehensive overview of key features and management strategies for phone systems used by councils. It covers essential aspects such as queue management, call routing, and hold options to enhance member experience. Real-time updates, call-back features, and workforce management strategies like forecasting and staffing are discussed in detail. Additionally, it highlights the functionalities of Net Phone, including speed dial and scheduled callbacks. Training tools and performance monitoring for representatives further support member satisfaction and efficient database management.

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Member Resource Center Phone System Overview

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  1. Member Resource Center Phone System Overview Local 1000 Council Meeting June 28, 2009

  2. Queue Management • Call Routing • On Hold Options • Queue Wall Display • Real Time Updates • Call Back Features

  3. Workforce Management • Forecasting • Staffing • Scheduling

  4. Net Phone • What is Net Phone? • Speed Dial • Directory • Scheduled Callbacks • Chat • Resource Library

  5. Reporting • Call Center Performance • Rep Performance

  6. Call Monitoring • Training Tool • Member Satisfaction

  7. Database Management • Update Member Information • Establish Call History • Track Call Type • Resolved/Referred

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