A Best Kept Government Culture CX Transformation Secret

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. Read More

Is Your Government Contact Center ISO Certified? Why Not!

Get your government contact center a prestigious designation with the ISO 18295 certification. Read More

IMPORTANCE OF AN OPERATIONAL AUDIT IN A GOVERNMENT CONTACT CENTER

A Government Contact Center Audit Program Is Critical Read More

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?” Read More

Using Human Centered Design for Government Digital Transformation

Using Human Centered Design to Improve Government Digital Customer Experiences Read More

Celebrating 311 Day in Government

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… Read More

Improving customer experience to enhance performance in government

What could happen if government viewed certain public sector challenges through the lens of customer experience? By changing the way people interact with a process rather than focusing solely on the process itself, agencies can broaden the range of available solutions. Read More

Why You Should Celebrate 2016 National Customer Service Week Oct 3rd – 9th!

In the words of Philadelphia’s Benjamin Franklin, “Well done is better than well said.” The idea of customer service is often reserved to describe interaction with stores, restaurants, and other organizations in the private sector. Rarely do we hear people say “Wow, I had a great experience dealing with the staff at any government agency!”… Read More

Process Trumps Innovation in Business Analytics by Tony Consentino

I wanted to reblog this post by Tony Consentino, Ventana Research VP and Research Director,  because it was very insightful and thought provoking. In summary, when using or talking about big data, one should think of terms “What, So what, Now what & Then what”. Read originally post by clicking this link: Process Trumps Innovation in Business… Read More