Past Webinars

311/CRM Webinar: The Game Plan: Building an Inter-Department Team for 311

Host: Michele Collins, PPMRN – Rutgers University-Newark

Moderator: Mike Major, Director, 311 Operations, City and County of Denver, CO

A 311/CRM system can only be as good as the services provided by local government partner departments. This discussion will focus on how the Denver 311 Customer Care Operation has reached out to work with partner departments and helped them see the benefits of 311.

311/CRM Webinar: 311 and Citizen Engagement Strategies

Host: David Eichenthal, Executive Director, The Ochs Center for Metropolitan Studies

Moderator: Earnest Rouse, Assistant to the City Manager, Kansas City 311 Action Center

311 is an easy way for citizens to connect with their local government, but 311 can also be an important tool for local governments to engage their citizens. Learn about how two communities (Kansas City, Missouri and Chattanooga, Tennessee) have done just that.

311/CRM Webinar: Choosing the Right Technology, Part 1

Host: Susan Cable, Public Technology Institute (PTI)

Moderator: Dennis Newman, Chief Information Officer, City of Winston-Salem, North Carolina

Date: Tuesday, August 18, 2009

Time: 1-2 pm EDT

Find out what types of technology, as well as implementation strategies, are needed to launch a local government contact center. Join us for an overview of the hardware, software, and integration components that were successfully deployed in the Winston-Salem "City Link" contact center.

311/CRM Webinar: Choosing the Right Technology: What to Look for in CRM Software Programs

Host: Cory Fleming, Project Director, ICMA National Study of 311 and Customer Service Technology

Moderator: Rose Minton, 311 Synergy Group Staff Support and Independent Selection Consultant

3/23/10 Webinar: Building a Business Case for 311/CRM during an Economic Crisis

Host: Cory Fleming, ICMA

Moderators: Camille Barnett, Managing Director, City of Philadelphia; Rosetta Carrington Lue, Philly311 Call Center Director


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