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Answering the Call

In this article, the Institute for Citizen-Centred Service (ICCS) presents its findings from an inter-jurisdictional client research study that helps public sector managers turn a service delivery channel with some hang-ups into one that's a ringing succe..

  • Filetype: pdf
  • Publish date: 2007-03
  • Keywords:Customer Service

Some Essential Practices for Improving Citizen-Centered Telephone Service

This article reports on some recent research and developments in the field of best practices in telephone service delivery...

  • Filetype: pdf
  • Publish date: 2007-02
  • Keywords:Customer Service

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