The Next Generation of the Government Contact Center: How to Leverage Insights to Drive Efficiency and Meet Citizen Expectations

How are government contact centers evolving to serve a new generation of citizens and residents? The President’s Management Agenda and rising consumer expectations have placed a renewed focus on improving experience to rebuild trust in government at all levels. At the heart of this work are improvements to the government contact center experience and operational efficiency.

Agencies today are tasked with providing their customers with a connected and personalized journey to deliver the critical answers and services they need. They also have the opportunity to use data to define what matters to these customers and help solve problems with ease. Your contact center plays a key role in the omni-channel experience your agency is creating.

Join us on Thursday, September 21 to hear best practices from agency leaders, including:

• How leveraging rich contact center insights can improve efficiency and business outcomes across your agency
• How agencies are leveraging tools like intelligent callback to save taxpayer dollars, alleviate call volume, and create a frictionless experience while improving trust.