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
Using Human Centered Design to Improve Government Digital Customer Experiences
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.
The Niagara Falls Community Development Department is competing for a grant to fund a citywide 311 system and is are asking residents for input. 311 is a nonemergency phone number that people can call in many cities to find information about services, make complaints, or report problems.
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.
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 …