Whether it is inquiring about benefits services, filing a community complaint or reporting an outage, individuals want information from their government quickly and through their channel of choice. Government contact centers are challenged daily with providing service to constituents; meeting them where they are timely and efficiently. The pandemic only magnified this need and growing citizen requests quickly overwhelmed most agency call centers. Government agencies that already had a cloud foundation successfully pivot quickly to meet the needs of their constituents, scale contact center resources to meet demand, boost digital engagement with multi-channel communications and streamline citizen engagement.
Find out how your counterparts in government are conquering these challenges. This roundtable offers the chance to have an open discussion with your peers around enhancing contact center customer service experience and digital engagement.
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