Rosetta Carrington Lue

Rosetta Carrington Lue is the City of Philadelphia’s Deputy Managing Director and Chief Customer Service Officer.

Customer Satisfaction: Innovating with Lack of Resources

As government contact centers, we all face financial and technological constraints in our pursuit to improve the customer experience. One challenge faced by many contact centers is staffing limitations to handle the volume of incoming customer traffic. There are barely enough employees to operate phones, let alone work on meeting or exceeding the organizational customer satisfaction performance goals. One initiative that was important to the City of Philadelphia’s 311 non-emergency contact center was the successful collection of customer feedback and coaching our employees to improve the customers’ experience with each transaction.

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