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30 posts
Improving Contact Center Performance with Contract Incentives: Dos and Don’ts
“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.
Need Help Responding to Facebook & Twitter Questions? Use Your Contact Center Customer Service Experts
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
Government Social Media Isn’t Lagging, It’s Different: And That’s Good
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
Trends on Tuesday: How Contact Centers are Adapting to the Mobile User
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
Measuring User Experience: A Few Tips
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
What Do People Think of Your Content? Ask Your Contact Center!
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
Three Concepts for Excellence in Contact Centers
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
6 Easy Ways to Improve User Experience on Websites
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
Feds Shed Light on Dark Social
“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
