Better with Bots: Automating Your Contact Center Do you know how many citizens feel dissatisfied and frustrated after engaging with your customer service center? Are citizens and agency staff waiting long enough to wonder why things take so long? Are your first contact resolution numbers low and do you pay the cost of escalation to Tier II because Tier I is pressured to get off the phone? Citizen contact centers, help desk, service desk, custo...

As the pandemic has changed the way the world works and operates day-to-day, so has the way in which we disseminate training materials. A virtual training program must adapt to all aspects of adult learning while maintaining a high level of engagement. Join us online for a complimentary seminar to discover how to create and maintain high levels of retention and engagement in an online learning environment. Our team of eLearning experts will te...

The Biden Administration is aiming for the highest standards of transparency. The public deserves as much transparency as possible regarding the work of our national security institutions. In an effort to enhance and strengthen transparency and accountability, U.S. Customs and Border Protection (CBP) is changing the way they portray data. In partnership with Tableau, they are moving from static tables to interactive visualizations. Adopting a...

Today’s consumers are connected, informed, and tech-savvy. They expect their favorite companies to provide exceptional and innovative customer service online. Those expectations now apply to consumers as citizens – they want government agencies at all levels to offer service and support whenever they might need it, and offer a seamless experience across the board. This represents a major shift in how agencies approach their mission...

Join KPMG for Part 1 of a webcast series focusing on how smart building technology can contribute to an outstanding customer experience, as well as drive improved decision-making for owners and operators in various segments of commercial real estate, from an office perspective. In these dynamic discussions, we highlight the new challenges faced by real estate organizations as they look to integrate smart building systems to improve operational...

DGI’s 21st annual Government Customer Experience Conference will explore the policies, applications and technologies involved with improving customer and employee experience with the ultimate goal of improving citizen services. This annual event is focused on improving customer experience and citizen engagement through all aspects of serving citizens: onsite, online, social media, mobile, contact center operations, and more. The 2021 Gov...

Today's siloed data center infrastructures are not capable of meeting the dynamic requirements of AI-driven research and development applications that simply do not care about the sales cycle for servers such as NVMe, NICs, GPUs, and other accelerator technologies. New software-defined architectures, such as composable infrastructure, are providing a way to make the most of valuable hardware resources, eliminating silos for data performance, a...

Join us, Adobe, Accenture, and your industry peers from the Department of Treasury to discover how to modernize your communications, engage citizens more effectively, and deliver relevant information to everyone your serve. During this complimentary webinar, Adobe and Accenture will discuss current trends in the federal customer experience (CX) landscape and how they might impact and influence your digital transformation. Specially, this sessi...

A key component of Government CX success is leveraging available agency data to develop services which deliver an optimal, measurable, targeted, personalized customer experience. In this webinar we will demonstrate how one agency is utilizing data to implement digital services to improve internal and external CX. Topics covered include how CX projects are identified, teamwork required, digital service development and implementation, and associ...

What do people look like when they are on your network or accessing a website or system? In most cases, a person is assigned a username, role and access rights that govern their interactions with the organization or agency. This controls what they can and cannot do within a network, application or website. But what should bots look like when they are operating on your network? Interestingly, a bot should not be treated differently: it must be...