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Contact Center

Test Review & Next Steps. Contact Center. Test Deliverables Obtain clear data Consolidate contact activities to relieve staff at all locations from monitoring the phone For final week all locations were included in contact center Email – not tested at this time

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Contact Center

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  1. Test Review & Next Steps Contact Center

  2. Test Deliverables • Obtain clear data • Consolidate contact activities to relieve staff at all locations from monitoring the phone • For final week all locations were included in contact center • Email – not tested at this time • Chat service –not tested at this time Contact Center SCOPE REVIEW

  3. Obtain Clear Data • Basic technology worked but capturing data was a manual process • Could get • Volume of calls by day/hour • Call Subject • Could not get • Wait time • Abandoned calls (calls where caller hung up) • …….. Contact Center SCOPE REVIEW

  4. Projected Risks and Results

  5. RESULTS: obtain clear data

  6. February: Tally Week 1 – 1488 calls Tally Week 2 – 1142 calls October: Week 3 – 816 calls Week 4 – 898 calls Differences in call volume between months??? Holiday in February February - Double counting of calls after being transferred Not all locations participated fully in October test Outreach and CVL

  7. What worked • Call consolidation and tracking • Phone system technology • Issues encountered • Staffing (identify who and how many) • Knowledge level of staff • In-depth training needed • Process for contact escalation • Public confusion about where they were calling or wanting a specific location Findings summary

  8. Implement “as is” • Adjustments will be made to account for extensions, staffing model, and training • Test with alternate technology • Support distributed staffing • More enhanced data OPTIONS

  9. Implement “as is” with current phone system • Adjustments need to be made: • I.T. can create new extensions at service points so that staff can reach different libraries easily. • New staffing model needed (6+ highly trained staff whose sole responsibility is the contact center). • Single location model will need to be used (currently). • Continue to seek better technology to improve phone system and statistical tracking Recommendations

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