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Government Contact Centers

News and Events on Government Contact Centers

26 posts

Customer Satisfaction: Innovating with Lack of Resources

As government contact centers, we all face financial and technological constraints in our pursuit to improve the customer experience. One challenge faced by many contact centers is staffing limitations to handle the volume of incoming customer traffic. There are barely enough employees to operate phones, let alone work on meeting or exceeding the organizational customer
Rosetta Carrington Lue
Apr 21, 2014

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
Tonya Beres
Feb 28, 2014

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
Mary Ann Monroe
Jan 10, 2014

Top 8 Best Practices for Federal Contact Centers

Barbara Walton
Jan 09, 2014

Federal Contact Center Regulations & Directives

Contact centers operated and managed by federal agencies have to follow certain laws, regulations, policies, and other directives. Unless specifically noted, contact centers operated and managed by states or local governments do not have to comply with these same requirements. Access for People with Disabilities (Section 508) Federal contact centers must comply with Section 508
Tonya Beres
Oct 28, 2013

National Contact Center’s Text Message Program

Mobile Gov Experiences are agency stories about creating anytime, anywhere, any device government services and info. This entry is a story shared by GSA’s Office of Citizen Services & Innovative Technologies, Contact Center Services Division. The National Contact Center’s Text Message Program The
May 12, 2012
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