Who are we?

The Contact Center is unique work group that is a system-wide library service.  The Contact Center was created to streamline and improve virtual service to our patrons. We are a group of individuals, including bilingual Spanish, Mandarin, Cantonese and Vietnamese staff members responsible for answering or routing all incoming phone calls and email from the public. For our patrons reaching out virtually, Contact Center staff are the face of the library, led by supervisor Ama Bentley.

How can You reach the Contact Center?

Staff and patrons reach us by phone at 503-988-5123 (ext. 85123), via email here and help@multcolib.org(link sends e-mail), through text, and through chat. 

Our open hours are 

Monday  10 am - 6 pm
Tuesday and Wednesday: 12 pm - 8 pm
Thursday - Saturday: 10 am - 6 pm
Sunday: 12 pm - 6 pm

What we do

Our motto is “We can help with anything”.   The Contact Center staff can assist staff with Account Management, merging accounts in Symphony and much more.  We support the Technology Training Team by providing patron's first response help with Technology Help.  Our team answers or refers the different types of phone calls and virtual patron questions. 

Want to learn more?

We encourage you to shadow a Contact Center staff member for a few hours.  You will need to get in touch with your supervisor and they will contact Ama to schedule a day.  

• Most of the Contact Center’s work consists of tasks that are shared among the entire work group. This includes answering phones, answering patron questions via email using Knowledge Tracker, LibAnswers, and the shared inbox, and assigning Knowledge Tracker tickets or forwarding email from the shared inbox to the correct groups or individuals within the library system.
• When scheduled on the phones, Contact Center staff are expected to answer every call that rings through to their station.
• Call transfers between staff, inside and outside the Contact Center, should be warm transfers.

Patron's comments

• "You have a wonderful voice. You should go to the radio!"   
• "Thank you. I have nothing but respect for all library employees. You all do a fantastic job!"
• "Most people don't realize all that you do. Thank you so much."