Improving citizen experience continues to be a huge priority of agencies as part of their digital modernization. In fact, one survey found that more than half of government employees said there was a gap between the customer service their agency provides and what they experience in the private sector. While creating self-service portals is a big part of modernization, contact centers will continue to play a huge role in how the government interacts with citizens.
Contact centers may be more traditionally or commonly known as call centers. But this change in vocabulary is more than just semantics. Today's centers extend well beyond contact over the phone. To provide modern customer service, contact centers need to encompass online queries via email, live chats, social media, and in-person visits, in addition to phone calls. The response people get over these multiple mediums needs to be consistent and requires an overarching strategy and message that is understood by all representatives regardless of how they interact with citizens.
Location, location, location. It's a mantra for real estate, but it also has a place in the event planning world. While people attend events for the content, the location also holds sway in decision-making process.
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