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Tuesday, May 4 • 12:30pm - 1:30pm
Establishing a Centralized Customer Service Call Center: Connecting to Customers During a Pandemic

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Closure due to COVID-19 jump-started PGCMLS's decision to change its model of telephone service by replacing calls to branches with a centralized call center. We'll discuss our system's experience so far and upcoming plans. Topics will include: call center technology, staff training and support, customer service, relationship between email and phone reference, creation of a new supervisory opportunity, and the addition of a dedicated Spanish-language line.
This program is worth 1 contact hour of continuing education.

Speakers
avatar for Anne McIntire

Anne McIntire

Librarian III, Prince George's County Memorial Library System
avatar for Dwyn Griffin

Dwyn Griffin

Library Associate II, Prince George's County Memorial Library System
avatar for Heather Jackson

Heather Jackson

West Area Manager, Prince George's County Memorial Library System
avatar for John Krivak

John Krivak

Librarian III, Prince George's County Memorial Library System
avatar for Josephine Ford

Josephine Ford

Library Associate II, Prince George's County Memorial Library System
avatar for Maria Vivar-Guzman

Maria Vivar-Guzman

Library Associate I, Prince George's County Memorial Library System
avatar for Vanessa Chandler-King

Vanessa Chandler-King

Library Associate II, Prince George's County Memorial Library System


Tuesday May 4, 2021 12:30pm - 1:30pm EDT
Zoom Webinar