Building Welcoming, Connected, & Innovative Government Customer experience
Leadership…Visionary…Innovative…Results-Driven Customer Experiences
Congratulations to the City of Philadelphia Philly311 Contact Center for being awarded the 2015 CRM Excellence Award. Thanks to the great staff at Philly311 who continues to set the bar for customer service excellence at a high level in local government. "The 2015 CRM Excellence Award winners have been chosen on the basis of their …
Continue reading "Here We Grow! City of Philadelphia @Philly311 Receives 2015 CRM Excellence Award"
I was very excited to learn a NYC311 executive recently landed a critical role to lead the customer experience for the Governor of New York Andrew M. Cuomo. This cabinet level appointment continues to solidify the movement across all levels of government to engage, connect, and continue to improve the customer experience interactions. Let's give …
Continue reading "Former 311 Executive Appointed as 1st State of NY Customer Experience Director"
Argyle Executive Forum Journal article. Published: APRIL 1, 2015 Rosetta Lue, Chief Customer Service Officer & 311 Contact Center Operations Director, City of Philadelphia sat down with Argyle to discuss the in’s and out’s of running customer service for a city. In today’s society, how do you create a connected city? There are multiple levels …
Continue reading "Creating a Connected City in Today’s Ever-Evolving World"
Dr. Stephen Covey, in his prequel to the “7 Habits of Highly Effective People,” “The 8th Habit: From Effectiveness to Greatness,” outlines the four steps to finding your voice: 1.What are you good at? 2.What do you love doing? 3.What need can you serve? 4. And finally, what is life asking of you? For me, …
Continue reading "Day in the Life of 311 Director Rosetta Carrington Lue"
A CRM implementation is more of a cultural change than a technological change. That’s because adopting a new system requires changing habits, and changing habits is hard. It’s hard for those who want to change, let alone those who do not. Most people demand change, but resist it when it comes. Resistance to change is …
Continue reading "8 Tips to Get Your Team Using CRM in 2015 by Michael Hanna"
I found Salesforce Timothy McCormick's blog post on the citizen engagement initiatives within the City of Philadelphia, including the launch of the new 311 non emergency Customer Relationship Management (CRM) software, was on point as it pertains to the growth of excellence citizen engagement and experience in the public sector. Below is an excerpt from …
Continue reading "6 Trends Shaping Government/Citizen Relationships by Timothy McCormick"
In the past, the City of Philadelphia’s Philly311 TV has focused on the inside of City government; interviewing City employees and officials from behind the scenes. However, in an effort to depart from the traditional idea of customer service excellence in government, I am looking outside of City government for efficient strategies. With this in …
Continue reading "City of Philadelphia & a Local Tech Startup Commonality? Great Customer Service!"
As the City of Philadelphia Chief Customer Service Officer, I was responsible to led a project team to procure and implement a new city wide CRM (Customer Relationship Management) platform for nearly three years now. The platform will improve the City’s ability to communicate with citizens and internal departments, increase employee productivity, as well as, …
Continue reading "Implementing a Government CRM? Toss Out the Playbook!"
As the year 2014 closed, I can’t help but to reflect on all that the City of Philadelphia has accomplished in the past year. With the implementation of a new Salesforce customer relationship management system (CRM), new partnerships, and program expansion, it has been a long year. It has also been a year that has …
Continue reading "10 Things Revolutionizing Customer Experience in City Government"
It may seem like basic information, or at least something that Google could solve, but you would be surprised how often undefined terminology gets the better of people in the work place. We’ve all been in similar circumstances; perhaps your boss asks you to complete a task, but includes a phrase or two that you …
Continue reading "Talk the Talk: 9 Government Customer Service Terms You Should Know"
Building Welcoming, Connected, & Innovative Government Customer experience 