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Call center opens to field Arlington Cemetery inquiries

A new call center, staffed by professionals trained to handle grieving callers, is among the first technology upgrades the Army has made in the aftermath of a management scandal at Arlington National Cemetery last year. Phase two will involve tackling the massive challenge of digitizing the cemetery's paper records.

Tags: DoD , technology , Arlington National Cemetery , Army Information Technology Agency , Donald Adcock , John McHugh , IT services , Jared Serbu , DoD Report

Wednesday - 03/23/2011, 07:19pm EDT

FCC to modernize 9-1-1 call centers

The next generation of the 9-1-1 call centers will be able to accept texts, video and photos from mobile devices, the FCC announced today.

Tags: Julius Genachowski , FCC , emergency , technology , 9-1-1 , Must Reads , Dorobek Insider , Mobile devices

Tuesday - 11/23/2010, 03:08pm EST

Civil service jumps while economy slumps

The study found that two areas of the call center experience that improved the most were the same areas that historically prove to be the most frustrating for callers. We get details from CFI's David Ham

Tags: management , Federal Drive , CFI Group , David Ham , Suzanne Kubota , ACSI , customer satisfaction , lessons learned , performance

Wednesday - 10/13/2010, 09:31am EDT

Boomers call, Social Security answers

Tags: mngt , SSA , GAO , Michael Astrue

Tuesday - 06/30/2009, 10:37am EDT