Contact Centers Should Be at the Center of Digital Omnichannel Communication Strategies
Best practices in communicating with citizens these days rely on omnichannel strategies. This involves understanding ...
Breaking Down Silos for Better Citizen Experience
Digital service integration is a top goal for many government agencies. Citizen expectations of ...
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 ...
Want to Improve Contact Center Training? Try a Gamification Approach
Well-designed games permit users to develop directed, empathic responses to carefully crafted situations and permutations. ...
Contact Center Training Needs Technology and People
We’ve been programmed to seek out information via technology. But certain work environments require more ...
This Is the Best Way to Map a Great Citizen Experience
Josh Plaskoff is the director of learning and experience design at HighPoint Global. Originally published ...
