Roadmap to a Contact Center of Excellence

Roadmap to a Contact Center of Excellence


Government agencies are constantly looking to improve the services they provide to citizens and businesses. The contact center is an essential element of that, since for many people it’s the first interaction they have with an agency. The challenge is that the contact center is changing. Although voice is still the primary channel that people use, e-mail and social media are beginning to make inroads, as social demographics shifts. In this report, experts in customer communications share their insights into how contact centers can cope with these changes and evolve into contact centers of excellence.

To meet increasing demands for greater government transparency, contact centers are likely to turn to IT solutions that can help them streamline access to their various information resources. But agencies first need to remove the cultural barriers to intra-agency collaboration and communication. Read More

Social media has the potential to dramatically change how contact centers interact with the public. But the learning curve can be steep. If agencies do not develop the appropriate processes for coordinating their responses, they are likely to end up simply frustrating their constituents. Read More

Government contact centers realize that increasingly people are contacting them through mobile devices. What they might not realize is that they need to think about new ways of packaging and delivering content. Read More

Government is increasingly looking to the cloud for IT-based services, and contact centers are no different. The cloud can help cut costs, and provide the flexibility needed for an increasingly diverse center workforce. But contact centers must understand there are also barriers to the use of the cloud. Read More

Given the increased complexity of the contact center, agencies need to develop more sophisticated means for measuring and improving performance. If they do not take such steps on their own initiative, upcoming legislation could require contract centers to improve performance in a hurry. Read More