The International Customer Management Institute released a list of finalists for its annual Best Global Contact Center Awards. Philly311 made the short list of finalist in the Best “Small-to-Medium” Contact Center category. This is the second year in a row Philly311 was named a finalist in these awards.
To apply for the award, Philly311 submitted month-by-month performance metrics its various channels over the past year in addition to essay questions regarding its active social media presence, its digital media efforts, and its mobile application strategy.
The Philly311 team also submitted a “virtual tour” video starring Myisha Upshur, Leigh-amber Small, Fred Pontuti, and Daniel Ramos. The video “walks through” Philly311’s customer service operation, highlighting it’s walk-in center, administrative offices, and call center. At the end of the tour, however, the camera follows Daniel Ramos into the most important aspect of the operation: the community. Here you see Daniel teaching community heroes how to become Philly311 Neighborhood Liaisons. As liaisons, community heroes can directly enter and track service requests in the 311 system.
Philly311’s Virtual Tour video is below in case you missed it:
ICMI will name the winners of the Best Global Contact Center Awards in May at it’s annuaL Contact Center Expo and Conference in San Diego, CA.