Cover Image

Not for Sale



View/Hide Left Panel
Click for next page ( 84


The National Academies | 500 Fifth St. N.W. | Washington, D.C. 20001
Copyright © National Academy of Sciences. All rights reserved.
Terms of Use and Privacy Statement



Below are the first 10 and last 10 pages of uncorrected machine-read text (when available) of this chapter, followed by the top 30 algorithmically extracted key phrases from the chapter as a whole.
Intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text on the opening pages of each chapter. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

Do not use for reproduction, copying, pasting, or reading; exclusively for search engines.

OCR for page 83
83 References 1. "511 National Progress Report: Five Years, 30 Million Calls & Grow- mies, Washington D.C., 1999, http://gulliver.trb.org/publications/ ing," 511 Deployment Coalition, May 2005; www.deploy511.org/ tcrp/tcrp_rpt_45.pdf. docs/511%202005%20NPR%20Final.pdf. 14. Schweiger, Carol, L., TCRP Synthesis 68: Methods of Rider Commu- 2. "Implementation and Operational Guidelines for 511 Services, nication, Transportation Research Board of the National Academies, Version 3.0," September 2005, 511 Deployment Coalition; http:// Washington, D.C., 2006. deploy511.org/implementationguide.htm. 15. Schweiger, Carol, L., TCRP Synthesis 48: Real-Time Bus Arrival 3. "Profiles of 511 Traveler Information Services--Update 2007," Fed- Information Systems, Transportation Research Board of the National eral Transit Administration, July 2007; www.fta.dot.gov/documents/ Academies, Washington, D.C., 2003, http://gulliver.trb.org/pub Profilesof511TravelerInformationServices.doc. lications/tcrp/tcrp_syn_48.pdf. 4. Texas Transportation Institute and NuStats International, TCRP 16. Database Systems Corp., "Call Center Solutions: Phone Systems Report 45: Passenger Information Services: A Guidebook for Transit and Outsourcing Services," September 2007, http://www.call- Systems, Transportation Research Board of the National Acade- center-tech.com/. mies, Washington D.C., 1999; http://gulliver.trb.org/publications/ 17. Baldwin, H., "What Technologies Do You Need for Your In-House tcrp/tcrp_rpt_45.pdf. Call Center?" All Business, November 8, 2006; http://www.allbusiness. 5. Battelle Memorial Institute and MultiSystems Inc., "Customer com/technology/telecommunications-interactive-voice-response/ Preferences for Transit ATIS: Research Report," Federal Transit 3476503-1.html. Administration, U.S. Department of Transportation, Washing- 18. "ICMI Call Center Glossary," International Customer Manage- ton, D.C., August 8, 2003; http://www.transitweb.its.dot.gov/ ment Institute; http://www.incoming.com/Glossary/index.aspx. ATIS_NOW/ATIS.htm. 19. Roman, Alex, "How to Improve Call Center Customer Service," 6. Battelle Memorial Institute and MultiSystems Inc., "Customer Metro Magazine, September/October 2007, pp. 100103. Preferences for Transit ATIS: Research Report," Federal Transit 20. Roman, Alex, "How to Improve Call Center Customer Service," Administration, U.S. Department of Transportation, Washington Metro Magazine, September/October 2007, pp. 100103. D.C., August 8, 2003; http://www.transitweb.its.dot.gov/ATIS_ 21. Roman, Alex, "How to Improve Call Center Customer Service," NOW/ATIS.htm. Metro Magazine, September/October 2007, pp. 100103. 7. "Deployment Assistance Report No. 5: Public Transportation Con- 22. Roman, Alex, "How to Improve Call Center Customer Service," tent on 511," 511 Deployment Coalition, June 2003, http://deploy Metro Magazine, September/October 2007, pp. 100103. 511.org/docs/511-dar5pubtransservices.pdf. 23. Reynolds, P., "A New Look at the Top 20 Contact Center Metrics," 8. "Deployment Assistance Report No. 5: Public Transportation Multi Channel Merchant, November 1, 2006; http://multichannel Content on 511," 511 Deployment Coalition, June 2003, http:// merchant.com/opsandfulfillment/contact_center_metrics_112006/. deploy511.org/docs/511-dar5pubtransservices.pdf. 24. Werner, D., "Performance Management in Call Centers: Monitor- 9. "Deployment Assistance Report No. 5: Public Transportation ing, Coaching and Scoring Agents," Outsourcing Columns, OKS- Content on 511," 511 Deployment Coalition, June 2003, http:// Ameridial, Inc. for CRM Exchange; http://www.crmxchange.com/ deploy511.org/docs/511-dar5pubtransservices.pdf. sessions/outsourcing/sept05.asp. 10. "Deployment Assistance Report No. 5: Public Transportation 25. "Call Center Industry Statistics Related to Performance Mea- Content on 511," 511 Deployment Coalition, June 2003, http:// sures," International Customer Management Institute; http://www. deploy511.org/docs/511-dar5pubtransservices.pdf. incoming.com/statistics/performance.aspx. 11. Schweiger, Carol, L., TCRP Synthesis 68: Methods of Rider Commu- 26. Gans, N., Koole, G., and Mandelbaum, A., "Telephone Call Cen- nication, Transportation Research Board of the National Academies, ters: A Tutorial and Literature Review," September 2002; http:// Washington, D.C., 2006. www.columbia.edu/ww2040/tutorial.pdf. 12. Schweiger, Carol, L., TCRP Synthesis 68: Methods of Rider Commu- 27. Baldwin, H., "What Technologies Do You Need for Your In- nication, Transportation Research Board of the National Academies, House Call Center?" All Business, November 8, 2006; http:// Washington, D.C., 2006. www.allbusiness.com/technology/telecommunications-interactive- 13. Texas Transportation Institute and NuStats International, TCRP voice-response/3476503-1.html. Report 45: Passenger Information Services: A Guidebook for Transit 28. Reynolds, P., "A New Look at the Top 20 Contact Center Met- Systems, Transportation Research Board of the National Acade- rics," Multi Channel Merchant, November 1, 2006; http://multi-

OCR for page 83
84 channelmerchant.com/opsandfulfillment/contact_center_metrics_ 47. Broward County Transit, October 2007; http://www.broward.org/ 112006/. bct/ and 2005 National Transit Database, Federal Transit Admin- 29. Werner, D., "Performance Management in Call Centers: Monitor- istration; http://www.ntdprogram.gov/ntdprogram/data.htm#natl. ing, Coaching and Scoring Agents," Outsourcing Columns, OKS- 48. Tri-Rail, October 2007; http://www.tri-rail.com and 2005 National Ameridial, Inc. for CRM Exchange; http://www.crmxchange.com/ Transit Database, Federal Transit Administration; http://www. sessions/outsourcing/sept05.asp. ntdprogram.gov/ntdprogram/data.htm#natl. 30. U.S. Department of Transportation, Joint Program Office 511 web 49. Miami-Dade Transit, October 2007; http://www.miamidade.gov/ page, October 2007; http://www.its.dot.gov/511/511_Deployment_ transit/ and 2005 National Transit Database, Federal Transit Admi- Coalition.htm. nistration; http://www.ntdprogram.gov/ntdprogram/data.htm#natl. 31. Implementation and Operational Guidelines for 511 Services, Version 50. Alameda-Contra Costa Transit District, October 2007; http://www2. 3.0, September 2005, 511 Deployment Coalition; http://deploy actransit.org/aboutac/factsandfigures.wu?PHPSESSID=21362cb2a 511.org/implementationguide.htm. 5655a1c6ea0105df67bca79 and 2004 National Transit Database, 32. "2-1-1, 5-1-1, and Human Services Transportation," Federal Transit Federal Transit Administration; http://www.ntdprogram.gov/ Administration, December 2004. ntdprogram/data.htm#natl. 33. Arizona Department of Transportation, Public Transportation Divi- 51. San Francisco Bay Area Rapid Transit District, October, 2007; sion, October 2007; http://www.azdot.gov/PTD/LakeHavasu.asp. http://www.bart.gov/about/history/history_1.asp and 2004 National 34. Arizona Department of Transportation, Public Transportation Transit Database, Federal Transit Administration; http://www. Division, October 2007; http://www.azdot.gov/PTD/PimaCnty.asp. ntdprogram.gov/ntdprogram/data.htm#natl. 35. Phoenix Valley Metro, October 2007; http://www.valleymetro.org/ 52. San Francisco Municipal Transportation Agency, October 2007; Valley_Metro/Overview/index.htm; and 2004 National Transit Data- http://www.sfmta.com/cms/ahome/indxabmu.htm and 2004 Na- base, Federal Transit Administration; http://www.ntdprogram.gov/ tional Transit Database, Federal Transit Administration; http:// ntdprogram/data.htm#natl. www.ntdprogram.gov/ntdprogram/data.htm#natl. 36. El Dorado Transit Authority; October 2007; http://www.eldorado 53. Santa Clara Valley Transportation Authority, October 2007; http:// transit.com; and FY 2004-2006 Triennial Performance Audit of El www.vta.org/misc/faq.html and 2004 National Transit Database, Dorado County Transit Authority, PMC, July 9, 2007. Federal Transit Administration; http://www.ntdprogram.gov/ntd 37. Transit Authority of Northern Kentucky, October 2007; http://www. program/data.htm#natl. tankbus.org; and 2005 National Transit Database, Federal Transit 54. Metropolitan Transportation Commission, October 2007; http:// Administration; http://www.ntdprogram.gov/ntdprogram/data. www.mtc.ca.gov/about_mtc/about.htm and 2004 National Tran- htm#natl. sit Database, Federal Transit Administration; http://www.ntd 38. Central Florida Regional Transportation Authority, October 2007; program.gov/ntdprogram/data.htm#natl. http://www.golynx.com/; and 2004 National Transit Database, 55. "511/SF Muni Real-Time Transit Demonstration Evaluation, Final Federal Transit Administration; http://www.ntdprogram.gov/ Evaluation Report," Metropolitan Transportation Commission, ntdprogram/data.htm#natl. August 2006. 39. Duluth Transit Authority, October 2007; http://www.duluthtran- 56. Manchester Transit Authority, October 2007; http://www.mtabus. sit.com/info/generalinfo.aspx; and 2004 National Transit Data- org and 2005 National Transit Database, Federal Transit Adminis- base, Federal Transit Administration; http://www.ntdprogram.gov/ tration; http://www.ntdprogram.gov/ntdprogram/data.htm#natl. ntdprogram/data.htm#natl. 57. Pinellas Suncoast Transit Authority, October 2007; http://psta.net 40. Charlotte Area Transit System, October 2007; http://www.charmeck. and 2005 National Transit Database, Federal Transit Administration; org/Departments/CATS/Home.htm; and 2004 National Transit http://www.ntdprogram.gov/ntdprogram/data.htm#natl. Database, Federal Transit Administration; http://www.ntdprogram. 58. King County Metro Transit, October 2007; http://transit.metrokc. gov/ntdprogram/data.htm#natl. gov and 2005 National Transit Database, Federal Transit Adminis- 41. San Diego Metropolitan Transit System, October 2007; http:// tration; http://www.ntdprogram.gov/ntdprogram/data.htm#natl. www.sdmts.com/MTS/About_MTS.asp; and 2004 National Transit 59. Regional Transit District, October 2007; http://www.rtd-denver. Database, Federal Transit Administration; http://www.ntdprogram. com and 2005 National Transit Database, Federal Transit Admin- gov/ntdprogram/data.htm#natl. istration; http://www.ntdprogram.gov/ntdprogram/data.htm#natl. 42. North County Transit District, October 2007; http://www.gonctd. 60. Des Moines Area Transit Authority, October 2007; http://www. com/about_info.htm; and 2004 National Transit Database, Federal dmmta.com and 2005 National Transit Database, Federal Transit Transit Administration; http://www.ntdprogram.gov/ntdprogram/ Administration; http://www.ntdprogram.gov/ntdprogram/data. data.htm#natl. htm#natl. 43. SunTran, October 2007; http://www.sgcity.org/suntran/. 61. Ottumwa Transit Authority, October 2007; http://www.ottum 44. "WMATA Facts," Washington Metropolitan Area Transit Author- watransit.com/ and Iowa Department of Transportation Office of ity, September 2007; 2004 National Transit Database, Federal Public Transit, October 2007; http://www.iatransit.com/services/ Transit Administration; http://www.ntdprogram.gov/ntdprogram/ agency_profile.asp?intAgencyID=150. data.htm#natl and http://www.wmata.com/about/default.cfm?from 62. Tri-County Metropolitan Transit District of Oregon, October Menu=AboutMetro.1 and 2004 National Transit Database, Federal 2007; http://www.trimet.org and 2005 National Transit Database, Transit Administration; http://www.ntdprogram.gov/ntdprogram/ Federal Transit Administration; http://www.ntdprogram.gov/ data.htm#natl. ntdprogram/data.htm#natl. 45. Blacksburg Transit, October 2007; http://www.btransit.org; and 63. Burt, M., Cluett, C., Schweiger, C.L., Coogan, M., Easley, R., and 2005 National Transit Database, Federal Transit Administration; Easley, S., TCRP Report 84: e-Transit: Electronic Business Strategies http://www.ntdprogram.gov/ntdprogram/data.htm#natl. for Public Transportation, vol. 8, Improving Public Transportation 46. Florida Transportation Commission, "Assessment of Florida's Re- Technology Implementations and Anticipating Emerging Technolo- gional and Intermodal Transportation Planning Process," Decem- gies, Transportation Research Board of the National Academies, ber 15, 2003. Washington, D.C., 2008.