2025 Government Contact Center Summit

As the Federal government drives to deliver efficient and effective government services, an increased focus on modernizing and optimizing contact centers is essential. While delivering government services through online channels is a priority, an omnichannel experience which is what is expected by the public requires the integration of modern, mature, and secure contact centers. They are essential to the transformation of digital services. When websites or other online information or services fail to answer the question or solve the customers' problems, the public routinely turns to the services that contact centers provide, including phone calls to a human, the interactive voice response (IVR) for simple questions, emails, text or chats.

There are complex issues to address as the government modernizes and optimizes the contact centers. To begin, most agencies don't manage their contact centers at an enterprise level. What does that mean? In most agencies, they aren’t sure how many contact centers they operate and maintain. While billions of dollars are spent on contact centers, no one within the federal government is addressing the systemic issues with contracting, managing and staffing contact centers and legacy systems. Contact centers are the front door to the public in many cases, maintain a wealth of data on what's important to the public, and have challenges ranging from the attrition of customer service agents, not measuring what's important to drive improved service, and contracting for the lowest cost. As technology such as artificial intelligence (AI) is implemented, there are many implications for contact centers, including staffing and operations.

In this summit, we will explore what a best-in-class contact center should provide, how emerging technologies such as AI and data can be used to transform the experience, how the strategies and practices of customer experience can help you better understand customers, personalize interactions, collect feedback, design a more consistent journey across channels, and monitor KPIs for continued improvement. This Summit will enable you to explore hands-on demonstrations and network with other government and industry contact center leaders.

The Contact Center Annual Summit is being done in collaboration between ACT-IAC, Carahsoft and Dorris Consulting International.

OBJECTIVES:

• The importance of the contact center services in the overall delivery of government services
• What the future best-in-class contact center should consist of, from a people, process and technology perspectives
• Best practices and successes that government and industry have demonstrated
• Hands on demonstrations from numerous contact centers product and service companies