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