NYC311: Tapping Into the Pulse of the City

Posted: 01/12/2011

NYC311's Executive Director Joseph Morrisroe opens the doors to the NYC311 headquarters downtown, where Call Center IQ had the opportunity to speak with a number of call center reps, trainers, supervisors and managers about why they find the organization important and how they handle difficult calls, along with stories of some of the more human and challenging calls, both serious and humorous.

NYC311 ended the year with 19.7 million total calls, a new record, and 5% higher than last year. 311 Online also hit a record breaking 1 million visits.

If you enjoy this video, check out Joe Morrisroe speaking with editor Gina Scanlon at the International Contact Center Conference and Expo here.

For more information on NYC311, check out

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