On Demand
September 5, 2023
People-First Solutions: Transforming Government Contact Centers with a Customer-Centered Approach
In the past few years, customer experience has transformed. Families can have groceries delivered to their front step within hours or a refund processed in mere seconds after a series of messages with a chatbot. In turn, these transformations in service delivery have only magnified customer expectations, which standard government contact centers are not immune to. Customers want to be able to search for answers on their own, navigate interactive response systems quickly, reach a live agent when necessary, and, ultimately, find convenience, consistency, and responsiveness in their day-to-day interactions. The big question: how?
As government leaders seek to meet the growing needs of their customers, how are they leveraging existing infrastructure to provide advanced monitoring and analytics? What opportunities are available to better manage the interoperability and scalability of their efforts? And how can agencies learn from one another as they each approach transformations in contact center capabilities? In this webcast, GovExec and Salesforce bring together experts in government and industry to learn more about what it takes to provide a customer-centric contact center experience.