Modernized Contact Centers Can Help Citizen Engagement—Part Two
Not surprisingly, governments today are challenged with juggling resources and demand.
As you may have read in part one of this blog series, Contact Solutions recently commissioned the Governing Institute and the Center for Digital Government to survey state government leaders to answer this question: How are government agencies prioritizing the modernization of contact center technologies to enhance service delivery, as well as identify focuses, needs and gaps?
The first blog examined how research results identified methods to improve the citizen experience. Part two discusses how research results identify back-end modernization needs that address outdated technology, inefficient processes, and staffing and operational burdens to improve state worker productivity.
The research finds that government contact centers face a variety of operational challenges that impact citizen engagement. The need for modernized contact centers is stronger than ever—this research helps put it all in context.
The post Modernized Contact Centers Can Help Citizen Engagement—Part Two appeared first on Customer Experience Management Blog.
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