Your checklist for transforming your contact center.
The City of Chicago’s 311 City Services Call Center manages non-emergency services and inquiries that keep the Windy City clean, accessible, and thriving. And like many other government organizations, they are being called upon to do more with less.
In order to deliver a private sector-like experience without an accompanying increase in budget or resources, the team re-platformed Chicago’s 311 system on Salesforce’s FedRAMP-authorized cloud platform.
The new solution transformed the typical call center into a modern contact center, unlocking everything from back-office information to self-service capabilities across a single, connected experience. Here are five best practices from that work.