In the past few years, we’ve seen the emergence of Government Chief Customer Experience Officers, a new kind of executive in the c-level suite.
Government leaders should consider creating an innovative Department Customer Experience Officers (DCXO) program within the organization to help drive customer experience management strategies and activities.
Get your government contact center a prestigious designation with the ISO 18295 certification.
A Government Contact Center Audit Program Is Critical
Great Customer Experience Begins With A Contact Center Audit & Assessment
I recently met with Cynthia, a Senior Government Contact Center Leader, who was at her wits end trying to manage the agency’s initiative to transform and modernize the contact center as part of her performance expectations. Cynthia was familiar with the buzz words around “customer experience” but was struggling to decide how to prioritize and build a business case for change. She didn’t know what “specific problem she was trying to solve” but knew she had to show she was doing something to improve the customer experience. “Journey mapping, multi or omnichannel communications, CRM, IVR, data visualization, AI, knowledge management, etc. What should I do?”
Using Human Centered Design to Improve Government Digital Customer Experiences
Think mobile first.
On Veteran’s Day 2016, VA launched the MyVA311 telephone platform: A unified and centralized enterprise wide approach that Veterans can use to easily find information via telephone.
Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the …