I recently created a post noting government leaders are increasing the inclusion of the 311 non-emergency contact center operations into their crisis emergency communications strategy and reaching out to the media to advise the public to call the 311 contact center operations during catastrophic events.

The benefits of driving the public to contact 311 for customer support allow the city’s 911 centers to focus on active emergencies, ensures consistency and accuracy of messaging and provides real-time data and stakeholder reports identifying the public’s concerns or complaints trends.

Stephanie Thum, the founder of Practical CX, reached out to me to for an in-depth interview on best practices guidelines for leaders to incorporate in preparation for or during a crisis.

Here’s the link to the interview: Contact centers during crisis: An action plan from experts

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