Program
Come learn how Tulsa City-County Library transformed their call center into a centralized, systemwide service. The Customer Care Department is responsible for answering all customer calls, emails, texts, and instant messages for the entire system. Attendees will come away from this program with a better understanding of what it takes to sustain a department whose main goal is to review and retain information relating to an entire 24 branch system. See how this essential library resource was established and the process for transitioning all branch calls to one department. You will learn how we communicate with branches, stay on top of updates, and review library services and resources. See what the training process is for a new employee in the department. Customer Care staff answer all manner of questions from ready reference to circulation and downloadables. They also attend to specific branch questions, assisting remote customers so their frontline co-workers can tend to customers in person. And their commitment to customer service doesn’t stop after the interaction has ended: Customer Care is also responsible for reviewing and documenting customer feedback from library surveys, maintaining social media pages for the Central Library, and meeting customers in person for downloadable assistance. See how we do all this and so much more by attending this program.
ALA Unit/Subunit: ALA
Meeting Type: Program
Cost: Included with full conference registration.
Open/Closed: Open
Barbie Benson
Customer Care Manager
Tulsa City-County Library
Jennifer Greb
Systemwide Services Director
Tulsa City-County Library