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Page 83
Suggested Citation:"References." National Academies of Sciences, Engineering, and Medicine. 2009. Transit, Call Centers, and 511: A Guide for Decision Makers. Washington, DC: The National Academies Press. doi: 10.17226/14277.
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Page 83
Page 84
Suggested Citation:"References." National Academies of Sciences, Engineering, and Medicine. 2009. Transit, Call Centers, and 511: A Guide for Decision Makers. Washington, DC: The National Academies Press. doi: 10.17226/14277.
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Page 84

Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

83 1. “511 National Progress Report: Five Years, 30 Million Calls & Grow- ing,” 511 Deployment Coalition, May 2005; www.deploy511.org/ docs/511%202005%20NPR%20Final.pdf. 2. “Implementation and Operational Guidelines for 511 Services, Version 3.0,” September 2005, 511 Deployment Coalition; http:// deploy511.org/implementationguide.htm. 3. “Profiles of 511 Traveler Information Services—Update 2007,” Fed- eral Transit Administration, July 2007; www.fta.dot.gov/documents/ Profilesof511TravelerInformationServices.doc. 4. Texas Transportation Institute and NuStats International, TCRP Report 45: Passenger Information Services: A Guidebook for Transit Systems, Transportation Research Board of the National Acade- mies, Washington D.C., 1999; http://gulliver.trb.org/publications/ tcrp/tcrp_rpt_45.pdf. 5. Battelle Memorial Institute and MultiSystems Inc., “Customer Preferences for Transit ATIS: Research Report,” Federal Transit Administration, U.S. Department of Transportation, Washing- ton, D.C., August 8, 2003; http://www.transitweb.its.dot.gov/ ATIS_NOW/ATIS.htm. 6. Battelle Memorial Institute and MultiSystems Inc., “Customer Preferences for Transit ATIS: Research Report,” Federal Transit Administration, U.S. Department of Transportation, Washington D.C., August 8, 2003; http://www.transitweb.its.dot.gov/ATIS_ NOW/ATIS.htm. 7. “Deployment Assistance Report No. 5: Public Transportation Con- tent on 511,” 511 Deployment Coalition, June 2003, http://deploy 511.org/docs/511-dar5pubtransservices.pdf. 8. “Deployment Assistance Report No. 5: Public Transportation Content on 511,” 511 Deployment Coalition, June 2003, http:// deploy511.org/docs/511-dar5pubtransservices.pdf. 9. “Deployment Assistance Report No. 5: Public Transportation Content on 511,” 511 Deployment Coalition, June 2003, http:// deploy511.org/docs/511-dar5pubtransservices.pdf. 10. “Deployment Assistance Report No. 5: Public Transportation Content on 511,” 511 Deployment Coalition, June 2003, http:// deploy511.org/docs/511-dar5pubtransservices.pdf. 11. Schweiger, Carol, L., TCRP Synthesis 68: Methods of Rider Commu- nication, Transportation Research Board of the National Academies, Washington, D.C., 2006. 12. Schweiger, Carol, L., TCRP Synthesis 68: Methods of Rider Commu- nication, Transportation Research Board of the National Academies, Washington, D.C., 2006. 13. Texas Transportation Institute and NuStats International, TCRP Report 45: Passenger Information Services: A Guidebook for Transit Systems, Transportation Research Board of the National Acade- mies, Washington D.C., 1999, http://gulliver.trb.org/publications/ tcrp/tcrp_rpt_45.pdf. 14. Schweiger, Carol, L., TCRP Synthesis 68: Methods of Rider Commu- nication, Transportation Research Board of the National Academies, Washington, D.C., 2006. 15. Schweiger, Carol, L., TCRP Synthesis 48: Real-Time Bus Arrival Information Systems, Transportation Research Board of the National Academies, Washington, D.C., 2003, http://gulliver.trb.org/pub lications/tcrp/tcrp_syn_48.pdf. 16. Database Systems Corp., “Call Center Solutions: Phone Systems and Outsourcing Services,” September 2007, http://www.call- center-tech.com/. 17. Baldwin, H., “What Technologies Do You Need for Your In-House Call Center?” All Business, November 8, 2006; http://www.allbusiness. com/technology/telecommunications-interactive-voice-response/ 3476503-1.html. 18. “ICMI Call Center Glossary,” International Customer Manage- ment Institute; http://www.incoming.com/Glossary/index.aspx. 19. Roman, Alex, “How to Improve Call Center Customer Service,” Metro Magazine, September/October 2007, pp. 100–103. 20. Roman, Alex, “How to Improve Call Center Customer Service,” Metro Magazine, September/October 2007, pp. 100–103. 21. Roman, Alex, “How to Improve Call Center Customer Service,” Metro Magazine, September/October 2007, pp. 100–103. 22. Roman, Alex, “How to Improve Call Center Customer Service,” Metro Magazine, September/October 2007, pp. 100–103. 23. Reynolds, P., “A New Look at the Top 20 Contact Center Metrics,” Multi Channel Merchant, November 1, 2006; http://multichannel merchant.com/opsandfulfillment/contact_center_metrics_112006/. 24. Werner, D., “Performance Management in Call Centers: Monitor- ing, Coaching and Scoring Agents,” Outsourcing Columns, OKS- Ameridial, Inc. for CRM Exchange; http://www.crmxchange.com/ sessions/outsourcing/sept05.asp. 25. “Call Center Industry Statistics Related to Performance Mea- sures,” International Customer Management Institute; http://www. incoming.com/statistics/performance.aspx. 26. Gans, N., Koole, G., and Mandelbaum, A., “Telephone Call Cen- ters: A Tutorial and Literature Review,” September 2002; http:// www.columbia.edu/∼ww2040/tutorial.pdf. 27. Baldwin, H., “What Technologies Do You Need for Your In- House Call Center?” All Business, November 8, 2006; http:// www.allbusiness.com/technology/telecommunications-interactive- voice-response/3476503-1.html. 28. Reynolds, P., “A New Look at the Top 20 Contact Center Met- rics,” Multi Channel Merchant, November 1, 2006; http://multi- References

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

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Transit, Call Centers, and 511: A Guide for Decision Makers Get This Book
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TRB’s Transit Cooperative Research Program (TCRP) Report 134: Transit, Call Centers, and 511: A Guide for Decision Makers explores the operational characteristics of 511 telephone traveler information systems and examines how 511 systems interact with transit system call centers. This report inventories existing 511 systems throughout the country, documents the extent of transit participation and transit agency experiences with 511, and presents guidance to assist transit agencies and 511 system administrators in determining a transit-511 telephone strategy.

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