As technology improves and becomes more intertwined with our daily lives, more and more people expect government to provide the same level of customer experience as the private sector. When people reach out to federal contact centers to check in on the status of their account, verify appointments, or schedule vital services they rely upon for their livelihood, they can be hit with an onslaught of personal verification questions akin to an interrogation. These interactions cause citizens to feel undervalued by the agency that is trying to provide them with quality service . However, contact centers do offer agencies a platform to improve and perfect processes that successfully enhance citizen experience beyond a typical customer service interaction. This webcast explored everything from accurately identifying citizens within an IVR, reducing inbound contact center fraud to cultivating the ideal operational efficiency. Watch now to learn some private sector practices on how to develop a positive customer experience within the federal government.
