Converting IT Operations from a Cost Center to an Innovation Center
IT operations, while not citizen facing, are at the heart of government agencies. IT operations ...
Hiring and Training CSRs for Digital Contact Center Work
In today’s world, customers have become accustomed to serving themselves. This phenomenon may have started ...
Using Voice Technology to Enhance Customer Service
When a customer calls into a contact center, they want a good experience, and they ...
Contact center agents have little to fear with AI implementation
There's no death knell for CSRs yet, says Doug Taylor. Forecasters have been sounding the ...
Digitization brings changes to CSR training
Ever-growing numbers of contact centers are embracing digital channels to provide customers with access to ...
User-centric approach to digitization is a winning strategy
Federal agencies are increasingly looking to digitization to better serve today’s citizens. Some agencies have ...
