January 3, 2007

Indiana officials to improve customer service skills at workshop

WEST LAFAYETTE, Ind. — The people responsible for directing the way Indiana's public agencies serve the public will be better equipped to help citizens, thanks to a workshop by Roger Reeves from Genesys, an Alcatel-Lucent company, and Richard Feinberg from Purdue's Center for Customer Driven Quality

Indiana Gov. Mitch Daniels will kick off the Jan. 10 workshop to government officials in Room A of the Indiana Department of Administration Conference Center, 402 W. Washington St., Indianapolis, with an introductory speech.

Other speakers include Chris Cotterill, director of the Indiana Office of Technology; Chris Johnston, executive director of the Office of Management and Budget; and Mitch Roob, secretary of Indiana Family and Social Services Administration.

"Government is there to serve the citizen, and that includes providing world-class customer service," said Richard Feinberg, director of Purdue's Center for Customer Driven Quality. "The citizens of Indiana need to know that when they call a government office, they will get answers quickly, effectively and efficiently.

"Through new technology and our latest research, we hope to help bring public sector professionals some of the latest knowledge we have about how to serve customers."

Feinberg, who is a professor of consumer sciences and retailing in Purdue's College of Consumer and Family Sciences, will explain the importance of offering solutions with a single contact. He also will discuss the benefits of speech technology, which allows consumers to get answers quickly and allows live contacts free to answer complex questions effectively. 

Attendees include department heads from the Indiana Family and Social Services Administration, Indiana Bureau of Motor Vehicles and the Indiana departments of workforce development, administration, insurance, child services, transportation, labor and homeland security.

Roger Reeves, chapter president of the Society of Consumer Affairs Professionals, said customer-service initiatives that have always been important in business are just as relevant to government officials who need to keep abreast of new ways to serve citizens.

"Today's service is more than just using a routing technology or computer software to help a customer," said Reeves, who is senior client executive for Genesys. "The contact center is a much more dynamic and diverse environment than it ever was before. New touch points such as IP telephone, e-mail and Web chats or blogs, as well as traditional methods like walk in, voice calls, faxes and postal mail, can now provide a 360-degree view of the citizen, agent and agency. These methods help measure how effectively the customer is served."

Reeves will discuss the return on investment associated with technical upgrades and offer tips on how to incorporate new methods into Web and voice self-service elements.

Purdue's Center for Customer-Driven Quality was founded in 1989 to produce educational curricula in the area of customer-service call centers. It provides research, student and professional experience and executive education in an effort to bridge the gap between academia, business and government.

Genesys focuses on software to manage customer interactions over the phone, Web and in e-mail. Genesys software directs more than 100 million customer interactions every day for more than 3,500 companies and government agencies in 80 countries.

Writer: Maggie Morris, (765) 494-2432, maggiemorris@purdue.edu

Sources: Richard Feinberg, (765) 494-8301, xdj1@purdue.edu

Genesys on-site contact: Roger Reeves, (317) 823-0600, rreeves@genesyslab.com

Genesys media contact: David Radoff, (650) 466-1078, dradoff@genesyslab.com

Purdue News Service: (765) 494-2096; purduenews@purdue.edu


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