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 …
Launching the 1st data-driven VA Enterprise Contact Center Operation Hub
“Delivering on the promise to improve the Veterans and Employee Experiences” In October of 2016, the VA kicked-off a new and aggressive activity aimed at making rapid, meaningful progress in support of several of the myVA Breakthrough Priorities: the Enterprise Contact Center Modernization Operations Hub, or Ops Hub. Why The Ops Hub? Today, there are …
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VA Contact Center Modernization Initiative – MyVA311 Launched!
VA Enterprise Contact Center Modernization Initiative With approximately 272 national VA Contact Centers that receives almost 140 million annual calls and services 9 million Veterans, VA has had no consistent approach to customer service. VA studied the best practices of America’s top customer service organizations to learn how they excel at delighting customers. Based on …
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Creating a Connected City in Today’s Ever-Evolving World
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 …
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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 …
Using Lean Management & Human-centered Design to Improve Government Customer Experience
Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the …
Want A Crash Course In Stanford’s Design Thinking? Here it is for free (Pt. 1 Empathy)
I'm using lots of opportunities to use the human centered design process in call centers. Love it!
Driving Customer Experience Series: 2 – Delivering the Experience
This is a very well thought, research and insightful post. A must read for any leader in the customer experience management space.
Driving Customer Experience Series: 1 – Designing the Experience
55% of customers are willing to pay more for a better service experience, and yet, there are very few companies that thrive on delivering exceptional customer experience.
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Building Welcoming, Connected, & Innovative Government Customer experience 