Whether it’s a simple question or a complex issue, citizens expect to receive the same great customer experience from government agencies that they receive from the private sector. To resolve their questions – citizens want to communicate with agencies through the channels they find most convenient.
To meet these expectations, contact center modernization has become a priority. Yet, many agencies question where and how to get started to improve their customer experience.
Read this short brief to discover:
- Obstacles to contact center modernization
- 3 practical steps to move forward
- Results from the Indiana Bureau of Motor Vehicles