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
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 …
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.
Think mobile first.