AOI

Should Your Agency Be Offering Chat Service?

Jul 28, 2014 |

Live Web chat is an important component of good customer service. People like having the option of talking with an agent in real-time without having to pick up the phone. While live chat is not widespread, several agencies have shown great success in serving the public through this alternative channel. At a recent Government Contact Read »

User Experience (UX) vs. Customer Experience (CX): What’s the Dif?

Jul 7, 2014 |

“User Experience” and “Customer Experience.” They sound pretty similar, right? Well, here at the Office of Citizen Services and Innovative Technologies, we look at it like this: User Experience (UX) deals with people interacting with your product and the experience they receive from that interaction. UX is measured with metrics like: success rate, error rate, Read »

Using Top Tasks to be Top-Notch: Federal Reserve Board Usability Case Study

Jul 2, 2014 |

In 2012, the Federal Reserve Board used the Top-task methodology to redesign our intranet, called Inside the Board, which had not been significantly updated since it was launched in 1995. After determining the top tasks the audience needs to accomplish on a website, you can run usability tests to gain knowledge and improve the site. The project Read »

What Structured Content Can Do For You: Webinar Recap

Jun 9, 2014 |

Structured content and open content models can help you create content that is platform-agnostic, format-free, and device-independent. This was the theme of the “What Structured Content Can Do For You: Article Model” webinar last month. [youtube=http://www.youtube.com/watch?v=kG25vyQ5Jps&w=600] Using a content model is less about how you are crafting your message and more about how the internet is going Read »

Government Open and Structured Content Models Are Here!

May 5, 2014 |

Smartphones, tablets, Twitter, Facebook, Instagram, not to mention your agency’s desktop website, are all clamoring for information, but sliced and diced in different ways. How can you make your content adaptive for efficient delivery to all of these mediums? Structured content and open content models can help you create content that Read »

Improving Contact Center Performance with Contract Incentives: Dos and Don’ts

May 1, 2014 |

“In business, words are words, explanations are explanations, promises are promises, but only performance is reality.” Harold S. Geneen As government contact center managers, we dream of having contact center contractors who regularly exceed our performance expectations. One way to motivate your contractor to excel is by including financial incentives/disincentives directly into your contact center contract. Read »

Need Help Responding to Facebook & Twitter Questions? Use Your Contact Center Customer Service Experts

Apr 30, 2014 |

Government agencies are always looking for better ways to connect with their audiences while making more effective use of existing (or shrinking) resources. To that end, many agencies—including ours, the National Cancer Institute—have begun to use social media platforms to help serve the communications mission. As these tools have become more widely used, NCI’s Contact Read »

Government Social Media Isn’t Lagging, It’s Different: And That’s Good

Apr 22, 2014 |

Social Media tools, trends and algorithms come and go, but federal managers continue to see improvements in their digital engagement initiatives when they put citizens at the center of their programs. It’s common to hear that government social media lags behind Read »

Trends on Tuesday: How Contact Centers are Adapting to the Mobile User

Apr 22, 2014 |

While it does provide challenges, anytime, anywhere digital government provides numerous opportunities for contact centers to do business more effectively. According to this study by Compare Business Products, one of the most important impacts for contact centers is that smartphone users can now connect with contact centers via voice calls, SMS messages, Internet pages, social Read »

Measuring User Experience: A Few Tips

Mar 26, 2014 |

With a calculated process, the right tools, and a staff willing to make it work, you can measure user experience (UX) on your websites and implement usability changes that show results. In a recent DigitalGov University webinar entitled “Measuring User Experience”, UX supporters and practitioners heard from Achaia Walton, Senior Digital Analyst at the Department Read »

What Do People Think of Your Content? Ask Your Contact Center!

Feb 28, 2014 |

All of us want to improve the content and information we provide to the public, but we’re intimidated by where to start: Does our website provide clear content? Is the best information hidden on pages a few layers down? What should we tweet about Read »

Three Concepts for Excellence in Contact Centers

Jan 10, 2014 |

Using contact centers to deliver digital services is an emerging area in government. Due to the growth of online services, centers receive more attention and represent an important touch point for customers. When you need to speak directly with someone to get help or resolve an issue, it must be a good experience. This reflects on Read »

Top 8 Best Practices for Federal Contact Centers

Jan 9, 2014 |

  1. Meet all Laws, Requirements, Policies, and Directives for Federal Contact Centers Understand and follow all Privacy, Security, Disability, and Service Contract Act requirements. 2. Use Performance Metrics to Influence Business Rules and Drive Improvements Develop Key Performance Indicators/Metrics (see Performance Goals). CSLIC could be used as a start. 3. Develop and Use a Comprehensive Quality Assurance Program Monitor quality.
 Read »

6 Easy Ways to Improve User Experience on Websites

Jun 28, 2013 |

If you want a better user experience on your government website, there’s a simple secret: early planning. Good designers know that it’s much more difficult to make changes to something after it’s built than before. This is true for Read »

Feds Shed Light on Dark Social

Oct 19, 2012 |

“Dark Social” media took the web by storm this week, unveiling to many the shadows in measuring your social media impact. This accounts for the majority of your traffic and yet lives untraced where standard metrics fear to tread (or simply cannot) — places like email and instant Read »