1. Member Resource Center Phone System Overview
Local 1000 Council Meeting
June 28, 2009

2. Queue Management Call Routing On Hold Options Queue Wall Display
Real Time Updates
Call Back Features

3. Workforce Management
Forecasting
Staffing
Scheduling

4. Net Phone What is Net Phone? Speed Dial Directory Scheduled Callbacks
Chat
Resource Library

5. Reporting
Call Center Performance
Rep Performance

6. Call Monitoring
Training Tool
Member Satisfaction

7. Database Management Update Member Information Establish Call History
Track Call Type
Resolved/Referred