I think the internet thing is a great idea how many people call to see what is available for their family in the area if they dont live there and they need to...
Hi all, I am in the process of developing a volunteer program for our call center. I'm pretty much starting from the ground up, so I have some questions for...
EVERYTHING YOU NEED TO KNOW ABOUT THE AIRS NETWORKER Last Updated August 2005 -- changes since the February 2004 version Updated the number of participants to...
airsnetworker@yahoogr...
Nov 2, 2006 2:49 am
7423
I am glad David, Marco and others have brought up the issue of e-mail I&R. It is somewhat of a different beast compared to telephone I&R. Here a few ...
Faed Hendry
fhendry@...
Nov 2, 2006 7:04 pm
7424
I am giving a workshop and would love any secrets you have? In return for your suggestions, if you would like I will send you my powerpoint presentation. ...
I would make sure that the staff member you assign to answer e-mails has excellent written communication skills. You want your agency to be represented well. ...
1) Incentives (i.e., discounts on directory purchases if completed by xx/xx/xxxx date; free report on referrals made to the resource; prizes for first xx...
One trick that worked for us was - reply by x date and be entered into a drawing for a FREE directory. We also added a page to the directory requesting 1)...
Very good to see a discussion on Email and I&R. Was looking for such a session at last AIRS Conference and was sorry to find none. We receive a regular...
With email based I&R, the email(s) becomes the equivalent of a recorded call from a legal perspective, so policy and procedure will need to be developed. ...
Tim Sylvia
tsylvia-uwvf@...
Nov 2, 2006 9:26 pm
7430
Great idea to include Live Chat. I would love to see AIRS recruit a company that has several years of experience and a high e-mail volume to share with us some...
Hi Sarah, here is what I'm doing so far. I'm currently working with RSVP program, they had about 20+ volunteers interested in Disaster Volunteerism. I held a...
Juanita Castilleja
irpbaicdir@...
Nov 3, 2006 4:25 am
7432
Hi Tim, ... recorded call ... developed. ... angle is ... I think that's a great point. Live text (and even recorded voice) chats can also become permanent...
Hi Sarah, At our 2-1-1, potential volunteers are required to come in and fill out an application, have an interview and are given an overview of 2-1-1. We...
David, I do I and R for people with disabilities, and have made a brisk use of e-mail since the formation of my office. Many of my clients because of...
Sharon: Maintaining the database needs to be looked at as an ongoing process and not a chore. We never stop doing it so there is no beginning and or end to...
Did someone recently conduct a salary survey for various positions for an I & R Call Center.? I would appreciate it if you would send it to me. Please ...
Live chat is a WONDERFUL feature. I don't yet have it set up for my agency yet, but use it frequently. For those who want to try it out, the State of Ohio...
What is Live chat? Chris Juett 2-1-1 Program Manager 319-398-5372 ext. 12 (phone) 319-398-5381 (fax) cjuett@... www.uweci.org ... From:...
Juett, Chris
cjuett@...
Nov 7, 2006 3:42 pm
7439
Live Chat allows an online user to ask questions of a customer rep in live time. Take a look at the Lands End web site and click on customer service. Anne...
We use it for our 211 center. We were able to utilize this service free of charge courtesy of the Cleveland Public Library. From what I understand, many public...
Hi Diane, What policies do you have in place for the service? I notice on the site that it's a service you offer Monday to Friday 9-5. Do you have dedicated...
We have three shifts each day (9-5 -- for now). One person monitors it per shift. Only a few staff volunteered/were selected based on their ability to ...
Dear Colleagues, I am writing to inquire about performance evaluations for call Center staff. Specifically Call Center Managers. If you are willing to share, ...
Chris- Text based, like mail, but it is real time. I type and submit my comments and you see and immediately respond to them. Messages stay visible so you have...
Tim Sylvia
tsylvia-uwvf@...
Nov 7, 2006 9:25 pm
7445
Did someone already request this topic for a workshop at the AIRS conference? How about it? Tara Sullivan-Hames Resource & Database Coordinator Butte County...
Another creative use of the live chat technology that I have seen is with a college information session with the admissions officer. The group warmed up to the...
Hi there, It seems that this issue of Live chat and Email I&R has piqued quite a bit of interest throughout our I&R community. Worrying about propriety, but ...
Guess I'll weigh in with one more comment on live chat. The NJ 2-1-1 Partnership has offered live chat 24/7 for the past 9 months. We launched the program...
Hi all, I recently compiled a survey of salaries for I&R Specialists and Resource Specialists, but not any management or administrative personnel. I'm out of...
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