Wow! Rosetta Carrington Lue successfully launched 24/7 White House VA Hotline project

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… Read More

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… Read More

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… Read More

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… Read More

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… Read More

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… Read More

Getting to the Core: Government Customer Service Competencies

Every company, business, and government agency/department should have a set of core values. These core values stand as an ethical code for your work place, and a set of values that your office culture evolves from. For me, and the City of Philadelphia, specifically Managing Director, Richard Negrin, we aim for excellence, passion, engagement, integrity,… Read More