Video: A Powerful Tool for Connecting Citizens to Your Mission
Eighty-five percent of all Internet users watch videos online. Nearly one-third of all Internet users—a ...
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 ...
4 Tips for Designing and Optimizing Contact Center Dashboards
In a complex environment such as a contact center, it is easy to become so ...
New ACSI Report on Customer Satisfaction Doesn’t Tell the Whole Story on CX
The American Customer Satisfaction Index (ACSI) recently released the results of its latest survey. The headlines declared that customer ...
Using Voice Technology to Enhance Customer Service
When a customer calls into a contact center, they want a good experience, and they ...
