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.
Tag: best practices
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 …
Customer Service Versus Customer Experience: What’s The Difference…And Why It Matters
Reblog article: September 24, 2015 by Bruce Jones, Programming Director, Disney Institute In case you’ve missed it, the term “customer experience” is everywhere in business these days. In fact, some experts have declared that focusing on the customer experience has become the single most important factor for an organization to achieve business success—creating a significant …