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.
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?”
More Women Needed As Federal CIOs
Using Human Centered Design to Improve Government Digital Customer Experiences
In 2002, the City of Baltimore, led by Director Lisa N Allen, was the first city in the country to launch 311 as an intake center for all service request and requests for general information from citizens and visitors. Over the years, many cities and counties have modeled Baltimore’s 311 and have implemented 311 call …
Think mobile first.
I am proud to have been appointed by the Veterans Administration Secretary to successfully lead the project implementation team to launch the VA’s first non-clinical, non-emergency 24/7 White House VA Contact Center Hotline! VA announced that the White House VA Hotline, first launched in June as part of President Donald J. Trump’s commitment to reforming …
Rosetta Lue, Chief Customer Service Officer & 311 Contact Center Operations Director, City of Philadelphia sat down with Argyle to discuss the in’s and out’s of running customer service for a city. In today’s society, how do you create a connected city? There are multiple levels to creating a truly connected city. We are working through …