Return to Article: Agency contact centers win praise
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10087
Shouldn't this be contracted to India or China? What is the accuracy of the information provided? The IRS has a 33% error rate in tax information provided by its contact center.
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10076
As per the article, "contact centers cannot succeed without the assistance of subject matter experts outside the contact center", who could this be? A Federal Worker? A Civil Servant who has gained knowledge and experience about the agency and its mission? Why is this a generic statement instead of specific as to who is actually a subject matter expert?
Further per the article, "So top agency leaders must invest in good customer service, and ensure that employees are willing to assist customer service representatives with difficult questions". Perhaps the title of this article should be, Contract Service Centers Can Handle Only the Routine and Simple Questions, Difficult and Complex Questions must be Elevated to Federal Employees with the Willingness, Knowledge, Experience and Training to Resolve Them!
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10067
This sounds like unadulterated self promotion. Pearson is a large government contact center contractor and does a study that Govt Contact Centers outperform private industry. Very little credibility here - sounds like the paper is a white paper used to market their services.
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