Maintaining Contact Center Modernization Momentum

Overview

Residents and businesses expect convenient and responsive telephone and digital interactions with government. These constituents have grown accustomed to great service and seamless interactions from topnotch commercial retailers — and they want the same thing when they deal with government agencies.

Although government contact center teams strive to provide good customer service, their technology may prevent them from meeting today’s expectations. These teams identify multiple priorities for modernization, including the adoption of chatbots, self-service web tools, knowledge management and mobile apps.2 Many of these priorities can be met with cloud-based contact center platforms.

Cloud-based customer experience solutions offer constituents multiple channels to obtain help quickly and provide a clear and efficient customer journey. These solutions can also help agencies communicate in multiple languages and provide accessibility features for both phone and online contacts.