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Improving Customer Experience in the Government Contact Center
This survey of 127 state and local government leaders was conducted to learn how customer experience fits into government organizations' priorities; what role the contact center plays in relation to those priorities; and ...
The Future of Government Experience
This issue brief explores how effective, user-friendly digital services will become even more important to future governments, and outlines the new digital reality that we are currently in. (Note: Access to content may ...
Optimizing Chatbots: How One State Leveraged Virtual Agents to Improve Constituent Service
This case study explores how the state of Mississippi optimized and implemented their MISSI chatbot to answer constituent questions and ease the workload on call center personnel. The case is discussed through three core ...