Contact centers are at the heart of efforts to expand access to important government services and improve the experience residents receive when they interact with public agencies. But what investments will really move the needle on improving customer experience, streamlining internal processes and expanding digital access?
Get answers to these questions—and insights into other important issues state and local agencies face when modernizing their contact centers.
What you can expect: Answers to these questions and more.
- Do residents prefer talking to a live agent, or would they be happier with self-service for many common transactions?
- Is artificial intelligence too “bleeding edge,” or has it become a practical tool for improving operations and transforming user experience?
- Can modern contact center technology increase agent job satisfaction—and what are employees really looking for today?