How To Exceed Your Government CX Contact Center via Benchmarking

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?”

Bringing Government Agency Contact Centers and the Internet Together for a Seamless Customer Experience

Taxpayers often turn to the government when they are overwhelmed and stressed out by personal circumstances. A fragmented experience across government websites compounds their distress both increasing the burden on call center staff and the cost of meeting taxpayers needs. A consistent, thoughtfully designed experience (starting with websites and contact centers) will make a tremendous …

Using Human-Centered Design (HCD) Approach to Improve Your Government Contact Center’s Experience

Every interaction the taxpayer has with the government is a touch point that shapes their impression on the quality of service received based on a positive or negative experience. The contact centers for government are an integrated platform that provides taxpayers and their family members with accurate information about services and information that can provide …