Winter 2019 Newsletter - Holidays are Here!
Summer 2019 Newsletter - Summertime Success!
Archive
September 2017 Newsletter - Government Works Well
February 2017 Newsletter - Are We Back to Doing More with Less?
The Client Experience
-
The Phone Interview Process - A Step Towards Modernization (Q3 2012)
-
How the Needs-Based Service Delivery Model Can Help you Prepare for the Federal Healthcare Reform (Q1 2012)
-
Leveraging your Service Center Investment (Q2 2009)
-
Strategies for Difficult Economic Times: Intake Strategies and Solutions (Q3 2009)
-
Innovations and Ideas in 2009 (Q1 2009)
Call Centers
-
Service Center: Has this new service model worked? (Q3 2016)
-
Managing and Measuring to Service Center Standards (Q2 2013)
-
Staff Modeling in a Needs-Based Service Center (Q2 2012)
-
Quality Call Review (Q1 2008)
-
Real Time Queue Management (Q3 2007)
Technology
-
What is Business Intelligence? (Q2 2016)
-
Technology and the County Service Delivery Model (Q4 2010)
-
Silver Bullet Technology (Q1 2010)
-
Building a 10 Year Strategic Technology Plan (Q3 2008)
Data Driven Management Series
-
Part 1: Data Driven Management - Overview (Q1 2014)
-
Time for a Management Revolution – Using Big Data (Q3-2014)
-
Part 2: Data Driven Performance Management - Operational Data (Q2 2015)
-
Part 3: Data Driven Management - Best Practices for the Executive Dashboard (Q3 2015)
-
Part 4: Data Driven Management - County Examples of Data Usage Today (Q3 2015)
Training
-
Change Management (Q2 2010)
Additional Educational Materials
-
Fresno Service Center Video