MAY 6 - 8, 2025 | PHOENIX CONVENTION CENTER | PHOENIX, AZ

Engagement and CX Embodies Mission and Goals

Answering inquiries about everything from concert times and street light outages to animal pick up and missed garbage. Creating, tracking and reporting service orders for city/county/jurisdictional agencies. Sustaining a positive work environment and recognizing service excellence in the face of angry, frustrated callers. Those and other challenges happen daily at customer service centers before 9 am. Like its name, ENGAGE311 offers a learning and casual networking setting where customer service center professionals can talk candidly, share tested solutions, receive recognition for achievement and see how others make their centers thrive. Sponsors and exhibitors in the dedicated EXPO311 exhibiting space are ready to meet attendees with marketplace solutions and sound advice.

2025 Award of Excellence Application

NEW 2025 AWARD:

ENGAGE311 Individual Award Nomination

ENGAGE311 Awards

311’s annual Award of Excellence salutes customer service centers that positively impact communities. It stands for the dedication and determination by industry professionals who realize that to provide great service to their community they must also establish and nurture a great work environment. Positive impacts could include service delivery (the HOW of what your center does), customer service (the WHAT of your center’s mission and goals), technology implementations/enhancements and teamwork to meet specific program/policy goals.

This year, we are offering an application for an individual award alongside our main Award of Excellence. Where our tenured award highlights a center for their focus and improvements, the individual award will give recognition and appreciation to the hardworking individuals who contribute to the success of their 311-community center. This allows for a more personal and heartfelt recognition of their dedication and efforts in serving the community.

311 Survey

Survey data becomes valuable to organizations, including 311 customer service centers, when there is lots of participation and feedback. This data can be powerful when preparing budgets, requesting funding, or comparing prospective service providers. By completing the survey, you will be entitled to receive the compiled results and can see where your organization falls in relation to things such as:

Call center size, staffing, salaries, hours of operation
Employee motivation and incentive programs
Variety of contact channels used – phone, mobile apps, chat, chatbots
Vendors and products in use for phone, IVR, CRM, chat

To be distributed January 2025.

Join Distribution List

ENGAGE311 Agenda

This 2 ½ day agenda features a variety of educational formats:

Keynote from a respected customer service voice
Center presentations
Award of Excellence recognition ceremony and presentation
Sponsor presentations
Learning Lounges where attendees discuss solutions and best practices for specific challenges
Annual Surveys
Virtual and physical tours

2025 ENGAGE311 Agenda

Welcome Reception

EXPO311 is the site for relaxing and mingling on the first evening of ENGAGE311. Sponsors and exhibitors interact with attendees, with more in-depth conversations about center challenges and how their products, services and consulting services can provide the right solutions. Enjoying hors d’oeuvres and sipping adult beverages makes this reception a must-attend.

Thursday Special Event

End your week by joining the IUCX Conference 2025 attendees at the Thursday Night Special Event!

ENGAGE311 Leadership

Markal Augustus

Steering Commitee Chair

Eden Watson

ENGAGE311 Manager

ewatson@iucx.org | 903-893-3214

Raquishela Stewart - Planning Chair
CharMeck311, NC

Vasana Moran - Award of Excellence Co-Chair

City of Dallas, TX

Lina McKenzie - Award of Excellence Co-Chair
City of Calgary, CA

Tom Lake - Communications Chair

Village of Schaumburg, IL

Richard Castillo - Webinar & Survey Chair

City of Austin, TX

Melissa Douglas - Yearbook Chair

City of Alexandria, VA

REGISTRATION

Many also register for Wednesday’s Women in Utilities Sunrise Event.

ENGAGE311 begins Tuesday at noon and ends with the IUCX Thursday Night Special Event.
Conference 2025 runs concurrently and is not included in ENGAGE311. A discount for attending both is available.
Need help with registration? Visit our Help Center.

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