Service Offerings
InTelligent Customer Service Development Series
The changing culture of Public Service & Non-Profit Agencies Service and new client expectations for modern technology require a skilled, knowledgeable workforce. The right employee training, at the right time, yields important benefits for the employee, the service center, and the families and individuals receiving services. The InTelligent Customer Service Development series is designed to maximize both the efficiency and effectiveness of all employees and every contact with clients, whether in-person, over the phone, or online. Training is offered in phases throughout the project.
- Roles and Responsibilities with a Leadership Focus
- Best Practices for Leadership
- Leading Change and Managing Transition
- 10-step strategies for Leading change
Process Training for Supervisors, Staff and Clerical.
- Introduction to the new Service Delivery Model
- Service Center organization
- Operations, Goals and Expectations
- Task assignment, workflows, business process
- Task Management Tool and Appointment management tools
- Business Processes and Procedures
- Customer Service skills
- Customer Service Skills
- Leading and Motivation for Supervisors
- Introduction to Managing with Metrics
- Introduction to Data Driven Management for Executives and Managers
- Managing with Metrics—trends, reporting, best practices
- Managing Phone Activity
- Quality Review and feedback
The culture of Public Service & Non-Profit Agencies Services is radically shifting to deliver services to families more rapidly, efficiently, and with the dignity of the client experience in mind. Data Driven Management practices are an integral part of this shift. No organization can effectively manage something that it does not measure. Public Service & Non-Profit Agencies are increasingly moving towards flexible workflows in which staff are organized into functions which can respond more quickly to all client needs. Changes to management and staff structures will require corresponding changes to the data that you manage and the way you use the data.
Experts at InTelegy can help improve the client experience by utilizing real time data to improve phone service level, lobby wait time, and time on task results. The first step in Data Driven Management is to identify key metrics. These metrics can be grouped into four broad categories: Operational, Client Experience, Financial and Compliance. Within these categories are variables that change based on human factors. Managing these variables allows you to understand and learn how to obtain desired outcomes. These variables, in their simplest form, are volume of work, staff resources and productivity. The combination of these variables is your service level.
The second step is to understand the data. By asking “What does this data tell us?” an organization will move towards making quality, strategic decisions based on real facts. Making strategic and real time decisions based on known facts vs. instinct and past practices requires access to the data, a clear understanding of what the data means, and knowledge on how to use the data to improve services and to improve the client experience. The following is the Data Driven Management progression InTelegy can assist your organization through:
By utilizing available resources, organizing workflow, and adjusting to client demand based on real time data, Public Service & Non-Profit Agencies will serve their clients with speed, efficiency, and dignity.