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From YouTube: ROUNDTABLE SESSIONS - MAY 11, 2016
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A
You
our
3117,
moved
from
the
Department
neighborhoods
touchy,
feely
loved
the
neighbors
to
the
Department
of
Emergency
Management
Agency,
that's
very
clear
military
everything
is
numbered.
Everything
is
black
and
white.
You
know
what
we
do
is
very
gray.
I
met
with
the
director
of
that
department,
and
one
thing
first
thing
he
was
interested
in
was
our
stats,
so
I
had
my
little
SEL
spreadsheet
showed
it
to
him
and
he
looked
at
our
wait
time,
which
was
I'm
gonna
guess
our
everyt
white
times
has
been
about
six
years
ago
was
probably
18
20
seconds.
A
I
have
to
get
this
down
below
12
seconds,
and
it
took
a
long
time
for
me
that
they
could
convince
him
that
people
will
wait
longer
than
12
seconds
to
complain
as
a
Barbie,
dismissed.
I
won't
wait
longer
than
12
seconds
to
complain
that
my
loved
one
is
on
the
floor
head
and
heart
attack.
So
he
eventually
looked
at
me
and
he
said.
Well,
then,
what?
Why
do
you
even
measure
this?
A
Why
do
you
measure
that-
and
he
said
his
logo
is
to
count
what
counts
and
that's
what
I've
tried
to
live
by,
because
we
can
get
inundated
with
numbers
and
stats
and
so
forth,
so
title
discounting
what
counts
I
want
to
get
into
sharing,
because
this
is
our
roundtable.
You
know
when
we
first
started
16
years
ago.
We
had
about
this
many
people
who
just
casually
got
together
in
Lexington
Kentucky,
and
we
had
no
presentations.
A
A
A
What
do
we
do
with
those
measurements
and
doesn't
really
matter
again,
counting
what
counts
so
just
to
get
started
with
you
all
sharing
with
each
other
is
a
question.
What
do
y'all
think
is
the
most
important
metric
that
we
measure
and
and
do
we
do
it
well,
do
we
measure
it
well,
so
any
any
suggestions
and
the
ideas
in
the
opinions
on
what
y'all
think
the
most
important
thing
is
that
we
measure
in
our
contact
centers.
A
C
C
D
E
D
D
So
I'm
going
to
share
a
few
examples
and
mom
again:
Shannon
hurry
hurry
time,
so
you
guys
think
I'm,
forgetting
something
two
things
so
I
was
very
fortunate
to
have
been
promoted
from
within.
So
I
was
a
line.
Employee
I
was
promoted
from
the
ranks
and
our
former
mayor
thought
enough
of
me
to
bring
me
into
his
office
and
say:
we've
got
a
real
issue.
Customer
service.
We
need
to
change
the
culture
and
I
think
we're
the
right
personnel
job.
I
just
need
to
know
if
you're
up
for
the
challenge,
because
he's
of
trust.
D
Well,
it's
going
to
be
a
challenge.
So
our
Department
of
Public
Utilities
has
seven
divisions,
700
employees
largest
department
in
the
city
and
the
mentality
was
customer
service
was
defined
to
a
human.
You
know
you've
heard
that
mantra.
It's
not
my
job,
not
my
responsibility,
no
matter
what
concern!
What
challenge
came
up?
D
B
Good
sweets,
a
great
tool,
sprout
socials,
another
one,
HootSuite
is
nice
because
you
can
start
with
the
freemium
our
free
plan.
The
next
plan
up,
I
think
it's
like
nine
or
ten
dollars.
It's
one
really
uses
really
affordable.
If
you
have
an
enterprise
plan,
it's
pretty
expensive
it
probably
more
than
what
most
contact
center
me
at
least
initially,
but
it's
nice
to
be
able
to
go
through
that
sprout
social
as
pricing
is
a
little
bit
different.
B
I
think
it's
maybe
starting
around
thirty
nine
dollars
a
month
and
there's
a
guy
$59,
my
plan
or
whatever,
but
that's
a
really
a
really
great
tool
and
your
time
I
analytics
sprout
social
really
excels
an
analytic.
So
that's
nice!
What
schools
you
can
have,
you
might
have
multiple
Twitter
feeds
our
Facebook
pages
or
other
social
accounts,
Instagram
and
so
forth,
and
you
can
connect
all
those
it's
a
one
to
this
one
platform
over
to
inspire
sprout
social,
and
you
can
share
information
that
way
when
you
can
also
do
some
of
the
proactive
monitoring.
B
B
I
think
/
for
a
lot
of
folks
get
and
that
affected
to
the
tools
for
a
second
I
boots.
We
describe
social
I.
Think
that's
one
of
the
arguments
too,
is
that
is
that
could
help
manage
to
the
time
constraints
of
its
death
might
have
it
helps
to
have
an
effect
that
bird's
eye
view
if
you
will
be
implementable,
counseling
that
can
help
with
that
issue.
The
training
is
definitely
a
challenge,
because
I
think
some
some
agencies
want
to
do
more,
but
they're
concerned
about.
You
know
this.
B
B
Of
a
different
animal
when
you're
actually
trying
to
use
it
as
the
agency
standpoint,
I
always
enjoy
an
angel
that
speak
to
this
too.
It's
so
great
when
you're,
actually
proactively
minories
Twitter
feeds
or
whatever.
Maybe
sometimes
people
are
talking
about
the
city
with
an
NSA
talking
to
the
city
and
it
might
be
complaining
about.
You
know
ice-covered,
sidewalk
or
whatever
the
case
may
be,
and
then
so
it's
kind
of
fun
to
jump
into
that
conversation.
It's
a
public
conversation
and
say
thank
you
so
much
for
reporting
this
we're
going
to
submit
this
to
301.