As agencies respond to the Presidents order to streamline customer service, it is critical they rely on people, process, procedures, and technology to ensure the highest quality is delivered for every caller, every day.
The way we did business five years ago is no longer good enough to provide high-quality services in the quantity that is needed by our customers. When times get tough, leaders lead. Sometimes technology will provide an answer. Other times people will.
On April 27, 2011, Preside