Resources on Contact Centers
Following relevant laws, policies, and guidance, the Contact Center Center of Excellence (CoE) developed a 15-play Playbook for federal agencies that are looking to modernize and optimize their contact centers. While not every play will apply to your agency, these plays will get you started.
Low-cost, low-lift actions that any federal employee can take to improve customer experience.
Many things can impact the service quality, economics, and sustainability of your government contact center. This section provides insight on various aspects of operating and managing a contact center to help you improve its performance.
A contact center is supported by many technologies designed to enhance the customer experience, improve the operating and management efficiency, or lower the overall costs of running a contact center.
This guide provides you with the information to get a governement contact center started
The Contact Center is no longer viewed as only a center to receive complaints, but as a valued operation in an agency’s strategy to deliver a quality customer experience.
Tools and Services
A customer service platform that helps the public navigate the government space by providing topical information and services in English and Spanish.
News and Events on Contact Centers
"Diga o marque 2": USAGov en Español’s New Approach to Interactive Voice Response—USAGov receives and responds to questions directly from the public in many ways: through social media, on page surveys on USA.gov and USAGov en Español, and through chats and calls. One powerful tool in the USAGov toolbelt is our interactive voice response (IVR) system in both English and Spanish through the USAGov Contact Center. — via USA.gov
Hosted by Digital.gov and the Multilingual Community of Practice
In 2019, USA.gov received nearly half a million calls! Read about how they expanded their use of interactive voice response to better serve citizens and maximize their resources. — via USA.gov
The team at USAGov analyzed more than 13,000 chats and phone calls from the public, in both English and Spanish, and then tagged these inquiries by popular topic area. These are the top questions our government-wide contact center received over the last four months. — via USA.gov