IT Modernization only works if people can use the new technology
Modernization is at the forefront of the government’s agenda, with virtually every agency being ...
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 ...
Federal Centers of Excellence, Improvements in CX are on Track
The federal government is making progress on the customer experience (CX) goals laid out in the President’s Management ...
Breaking Down Silos for Better Citizen Experience
Digital service integration is a top goal for many government agencies. Citizen expectations of ...
