Customer Success Story 311 Operations Manager “This is one of the easiest products I’ve used in my call center career and we have seen immediate improvements in the center. It’s easy to set up, maintain and use. Our training immediately was reduced by six weeks, our agents use it every day and we have fewer errors. The staff support at ProcedureFlow is first class!” Relative to other contact centers, 311 centers are very young, appearing in the United States just over 20 years ago. Since that time, citizens now need to connect through multiple and more modern channels — email, apps, websites and phones, each adding another layer of complexity. At this 311 center, incoming calls can vary greatly, from garbage pickup and building permits, to parking tickets, animal control and gra

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