Meet Todd Jones. Todd proudly bought his family’s rowhome in a large urban community 30 years ago after he left military service. After raising four children, Todd and his wife are empty nesters and active volunteers in local community activities. Todd is concerned about maintaining the value of his home and began attending community neighborhood …
Tag: best practices
Why Do You Need a Government Chief Customer Experience Officer?
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.
Is Your Government Contact Center ISO Certified? Why Not!
Get your government contact center a prestigious designation with the ISO 18295 certification.
IMPORTANCE OF AN OPERATIONAL AUDIT IN A GOVERNMENT CONTACT CENTER
A Government Contact Center Audit Program Is Critical
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?”
Wanted – Women CIOs in Federal Government
More Women Needed As Federal CIOs
Using Human Centered Design for Government Digital Transformation
Using Human Centered Design to Improve Government Digital Customer Experiences
Maximizing the Value of Experience Data
Think mobile first.
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!” …
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 …