Future-Proof the Citizen Experience: How the Pandemic Provides an Opportunity to Become More Citizen-Centric

The COVID-19 pandemic placed a huge burden on government agencies, especially those that suddenly faced skyrocketing call volumes. Meanwhile, the rapid acceleration to remote work upended the norms in the traditionally brick-and-mortar call center environment. This unexpected shift may have exposed gaps in how prepared agencies are to manage a sudden surge in demand, but it also presents an opportunity to consider what future contact centers could look like.

Join our experts on August 28 at 11:00am PT/2:00pm ET as we examine how government agencies can modernize call centers to make them more resilient and scalable and improve the citizen experience in the “new normal.”

We’ll discuss:

- How a modern call center can help you better adjust to and manage sudden surges in call volumes
- How to connect with citizens where and how they want and enable your agency to demonstrate empathy through proactive outreach
- Case study examples of jurisdictions that are gradually modernizing call centers to become more efficient while enabling employees to interact with citizens quickly and efficiently from a remote environment