In today’s digital world, citizens, soldiers, and agency staff expect the same superior customer experience from federal agencies as they receive from commercial businesses. When seeking services or information, citizens and military personnel alike want to interact with government on the medium of their choosing to receive timely, accurate, and comprehensive support. The DoD as well as civilian agencies are answering the call by implementing a broad range of technologies to best meet the needs of both their internal and external end users while fulfilling the agency mission.
Verizon and government experts hosted an online viewcast where they discussed how to:
- Define a cohesive, comprehensive CX strategy, leveraging what you already have in place, to better serve both agency employees and citizens
- Build a well-managed call center operation as the centerpiece of an omnichannel experience that improves customer satisfaction and brings efficiency to the agency mission
- Implement smart self-service options where possible, eliminating repetitive activities for military and civilian personnel
- Harness artificial intelligence technologies that reduce effort and improve efficiency across the military and civilian customer journey