The Case for Modernizing Your Contact Center Has Never Been Stronger
Goetz, Michael; Center for Digital Government
Mistretta, Brian; NICE inContact
Doll, Otto; Center for Digital Government
�Former local government CIOs Otto Doll and Mike Goetz sit down with call center expert Brian Mistretta from NICE inContact to explore how call center modernization can drive new internal efficiencies and meet evolving citizen expectations around choice and fast resolution. Hear best practices for modernizing legacy on-premises contact center technology; find out how tools like workforce optimization can provide new insights on contact center performance; see how artificial intelligence can be used effectively; and learn how citizen preferences are evolving and what that means for the future of call center operations.