RECREATION ONE-STOP CONTACT CENTER
Jane Krebs has a long history leading government programs. She served as the Program Manager for the Recreation One-Stop Contact Center. Jane worked with all the stakeholders to develop a creative staffing model - to maximize impacts to peak interval operations. The cyclical nature of seasonal outdoor recreation support presents unique challenges in terms of staffing a multichannel contact center operations. This creative staffing approach ensures that the right agent was available to handle the right call at the right time. By paying special attention to key open and close dates on reservation availability for certain parks, permits significantly improved the service to the end user. Jane supported the Forest Service initiative to focus on resolution of issues versus a former focus on reduction and management of specific metrics such as Average Handle Time. By focusing on First Call Resolution, it focuses the service center toward a truly unique CX experience.
Jane’s leadership in the development of IVR scripting to support Tier 0 type self-service and innovative approaches such as “courtesy call back” etc. served to further augment levels of Customer Satisfaction well beyond benchmark. Her work has truly changed the face of the recreation.gov support model in many positive ways. Jane has supported numerous other federal government programs such as the USCIS National Customer Service Center, Federal Student Aid, and the Bureau of Census 2010 US Census Program.
SERVICE TO THE CITIZEN AWARD WINNERS
RECREATION ONE STOP CONTACT CENTER