Federal Government

Ansafone

Ansafone Responds to Large Volume Energy Rebate Program The post Federal Government appeared first on Ansafone Contact Centers. Case Study

Good Data Governance, Good Business

Nuance

I realized that good governance [.] The post Good Data Governance, Good Business appeared first on What’s next. Life at Nuance code of conduct data governance data privacy resiliencyDuring a recent webinar, I participated on a panel focused on implementing a strong data privacy strategy to make a business more resilient.

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Knowledge Governance: Where to Start

Guru

However, by instituting a team of knowledge champions who can create a governance structure, an organization can set its knowledge base up for ongoing success. So you’ve rebuilt your knowledge base. Congratulations! But what happens now? How do you ensure you don’t have to do a top-to-bottom rebuild again? Even when starting out with the best of intentions, it’s easy for teams — and companies — to let a clean knowledge base gradually become unusable.

Governance Structure: How to Take Your CX Team Cross-Functional

GetFeedback

Establish these five committees to properly structure and govern a cross-functional CX program. Articles

How to Overcome the Pain Points of Your CRM

When used effectively, a CRM can be the life blood of your sales team – keeping everyone organized, efficient, and at peak productivity. However, as a company, sales stack, and database grow, it becomes difficult to uphold structure and governance to keep a CRM up-to-date. The result? Less organization, more confusion, and fewer deals closed. Leveraging leading industry research from industry analysts, this eBook explores how your sales team can gain back valuable time.

Digital Native Citizens Demand More From Government Centers

Contact Center Pipeline

While digital native consumers prefer a human element in service interactions, as citizens, they want more self-service and digital options when engaging with government agencies. Despite the fact that millennials have surpassed Baby Boomers as the nation’s largest living generation, most government contact centers still cater to older Americans who are accustomed to speaking with […].

Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

Contact Center Pipeline

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake. A 35-year veteran of contracted Medicare administration, Pigg-Shoemake has expertise in various aspects of the program having worked in claims adjustment, customer service and appeals management. In August 2017, […].

Exploring the Dark Side of Robocalls: Government Impostor Scammers

NobelBiz

The post Exploring the Dark Side of Robocalls: Government Impostor Scammers appeared first on NobelBiz®. Taking a look at the roots of the rise in illegal robocalls and analyzing all possible solutions.

Proper CX Governance: Eating Your Customer Experience Vegetables

McorpCX

Customer Experience customer experience strategy CX leaders measure customer experience Business Strategy Experience Strategy Business Success CX Governance CX Guidelines ForbesHumans like rules — when they apply to someone else.

Four steps to modernizing government IVR

Nuance

Despite the public’s prevalent use of websites, mobile applications and social media to access information and conduct business, phone calls are still a primary link to government service. Although government entities have long used interactive voice response (IVR) to alleviate the burden on call center agents and route calls more efficiently, citizens are weary of […] The post Four steps to modernizing government IVR appeared first on What’s next.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

eGain AI clients understand and answer One of the largest government organizations in the UK uses. optimization, and ongoing governance. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot.

Work trends exposed by the government shutdown

Liveops

The recent government shutdown drove gig economy growth, but what does it all mean? After 35 days of political deadlock and disagreements across party lines, the most recent United States government shutdown that started on December 22, 2018 and came to an end on January 26th was the longest and costliest federal shutdown in U.S. Hundreds of thousands of government employees and contractors were furloughed or ordered to work without pay.

AI IRL Podcast Episode 47: 3 Takeaways from the the US Government’s 10 AI Principles

Bold360

The move was a subtle change in course; up to now, the government had been somewhat hands off when it came to AI, letting the technologists determine the guidelines. The US government involvement gave us a platform to discuss AI. AI Insights Podcasts AI government

The Numerous Benefits of Using Voice Broadcasting Software for Business, Governments, Healthcare

Hodusoft

Governments, for instance, will find this feature immensely useful when warning citizens of a natural disaster or when sending out notifications. While governments may use it for public service, businesses can use voice broadcast software for customer service and for sales.

Best Practice Corporate Governance for Net Promoter Score Success

Genroe

When rolling out a transactional customer feedback process such as Net Promoter you need a corporate governance process that will deliver success. The post Best Practice Corporate Governance for Net Promoter Score Success appeared first on Genroe. Best practice experience suggest that three critical groups are needed: Steering Committee and Process Team. In this post we discuss the role of each group and how you can build long term success. NPS Corporate […].

Customer Experience Governance: Do This, Not That

ClearAction

Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. The Business Dictionary clarifies governance as "establishment of policies, and continuous monitoring of their proper implementation, by the members of the governing body of an organization. NOT THAT : Do not wait until something gets rolling for a while to start thinking about governance of it.

Making Melbourne a Better City by Connecting People with “The Government You Can Touch”

Up Your Service

Australia has three levels of government; federal, state, and local. But local is “the government you can touch”, where people in the city and around the world explore and consume the widest range of government services. Melbourne is using technology to connect with all these people and wants to get them involved to make government services even better. Ron Kaufman with Colin Fairweather and Daniela Mazzone at Dreamforce.

7 Steps to Successful Government Customer Service

ForeSee

The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government

Mobile Managers Answer The Call In 51st E-Government Satisfaction Index

ForeSee

Today we’re releasing the 51st consecutive ForeSee E-Government Satisfaction Index, a report showing comprehensive reflection of the citizen experience with federal government websites. The post Mobile Managers Answer The Call In 51st E-Government Satisfaction Index appeared first on ForeSee. E-Government Government

5 Keys to Effective Governance of Your CX Program

inmoment

Whether companies are new to the CX world or looking to brush up their brand, it never hurts to (re)visit the building blocks of effective CX governance. A well-governed CX program can help brands achieve transformational success, a better bottom line, and an improved experience for their customers. So, without further ado, let’s take a look at five key elements crucial to effective CX governance: Focus.

How Government Can Better Embrace Digital Customer Service Channels

HGS

How Government Can Better Embrace Digital Customer Service Channels. These examples were designed to both support consumers in the way they want to communicate and also drive down costs in the long term, but whilst the Government show that being brave and seeking new ways of working can be successful, it is not clear why these strategies have not yet been adopted as standard procurement requirements. So where should Government start?

Achieving Customer Experience Excellence in Digital Government

ForeSee

Today’s release of The ForeSee E-Government Satisfaction Index (Q4 2014) highlights the importance of consistency in customer service for government agencies and outlines steps government customer experience professionals can take to achieve customer experience excellence with today’s multichannel, multi-device citizens. The post Achieving Customer Experience Excellence in Digital Government appeared first on ForeSee. Customer Experience Research E-Government

A source of stability: Citizen satisfaction with E-Government increases in Q2 2017 (Report) 

ForeSee

And for many citizens, myself included, this means a great deal of uncertainty with our government. While stability may seem hard to come by, nothing further could be true when it comes to citizen satisfaction with E-Government according to our latest research. The post A source of stability: Citizen satisfaction with E-Government increases in Q2 2017 (Report) appeared first on ForeSee.

Mobile Matters for E-Government Digital Success

ForeSee

As a government department, agency or program, your goal is to serve citizens– efficiently, cost-effectively and using their preferred channels. The release of The ForeSee E-Government Satisfaction Index (Q3 2015) highlights mobile, increasingly the medium of choice for many people. Close to 70% of Americans own smartphones, and some government agencies report that up to 50% of their traffic comes via mobile. Customer Experience Research E-Government Mobile

Who Owns the Customer Experience?

Contact Center Pipeline

Customer Experience call center CCO chief customer officer contact center corporate governance customer experience strategy CX accountability CX governance operating modelConsider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program.

Is Governance + Risk + Compliance Stalling your Omnichannel Projects?

ConvergeOne

Do you have omnichannel projects that just aren’t moving along as fast as you think they should? What are the hurdles getting in your way? I’ve yet to find a scenario where it’s the technology that’s slowing things down. Don’t get me wrong, omnichannel isn’t easy. It’s a very different approach to customer contact than traditional call centers or even multichannel contact centers. Omnichannel is all about customizing the journey of the person (or thing) trying to interact with your business.

How Human Centered Design Improves the Digital Contact Center Government Experience

Taylor Reach Group

The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey. Each time Jane’s journey plays out for another taxpayer or call center staffer, taxpayers lose confidence in the government agency and increase the costs of call center operations. By Rosetta Lue.

Transform Government From the Outside In

Verint

A new report by Forrester Research, titled Transform Government from the Outside In , states that “governments should run more like businesses.” One area where local and federal governments can follow the lead of their private sector brethren is with their online services. Government Public sector Government and Public Sector digital Citizen Services digital disruption process improvement citizen engagement

Customer Success in the Business-to-Government Sector

Amity

There is an even smaller, third group of customer success managers and professionals and their numbers will grow as time goes by – those who work in the business-to-government sector, or B2G. What Is the Business-to-Government Sector? Governments, including all of their levels (federal, provincial, state, city, etc.), These various levels of government employ a certain number of people, depending on the amount of funds they have at their disposal.

The Best Omnichannel Solution for Your Government Agency

Avaya

Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Brick and mortar stores and government agencies are giving way to a hyper-connected digital ecosystem. And they want the same from their government agencies: A consistent experience across multiple touch points, both physical and digital. The post The Best Omnichannel Solution for Your Government Agency appeared first on Avaya Connected Blog.

Contact Centers Today… A Management Balancing Act

Contact Center Pipeline

Quality ACW after-call work call center contact center contact center metrics Contribution to Capacity governance KPIs leadership performance metrics quality management quality programs service quality

AI to the Rescue: First Aid for Busy Contact Centres in Local Government

CSM Magazine

This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Research suggests that the majority of calls coming into local government contact centres are about revenues and benefits, waste and recycling, planning and highways. In fact, by implementing the latest self-service options such as chatbots and AI assistants, local governments can expect to see deflection rates between 30% and 70%.

Using Lean Management & Human-centered Design to Improve Government Customer Experience

Taylor Reach Group

Control: Control future process performance (governance through new policies and procedures). Using the problems defined through the human-centered design research will point government in the right direction to which processes it needs to begin to hone it on. The problems government thinks are pertinent, may not be relevant in the eyes of the taxpayer.

Digital Government: Making Customer Experience a Priority

ForeSee

Today’s release of the ForeSee E-Government Satisfaction Index (Q3 2014) marks the 44th consecutive quarter ForeSee has been reporting on citizen satisfaction with government websites. Each quarter, the Index reports citizen satisfaction with federal government department, agency and program websites-and in Q4 of 2013, we expanded the Index to highlight mobile scores. The post Digital Government: Making Customer Experience a Priority appeared first on ForeSee.

Improving Digital Engagement with the UK Government

Verint

Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses. Unfortunately, government departments or local councils looking for a boost in funding to improve digital services were left empty-handed.

ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark

ForeSee

The ForeSee E-Government Satisfaction Index (Q4 2013) Now Available Download the Report This quarter’s aggregate score for e-government websites (74.6 The post ForeSee Releases New E-Government Satisfaction Index and Mobile Federal Government Benchmark appeared first on ForeSee. E-Government Mobile on the Index’s 100-point scale) is down slightly from last.

Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index

ForeSee

Today marks the release of ForeSee’s 50th consecutive quarterly E-Government Satisfaction Index. The post Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index appeared first on ForeSee. Customer Experience Research E-GovernmentThis special edition report measures over 185,000 citizen responses for the fourth quarter 2015, revealing that satisfaction with.

Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens

ForeSee

For over 10 years, ForeSee has been measuring and reporting on citizen satisfaction with the digital government experience. The post Digital Government Best Practices for Meeting the Expectations of Today’s Multichannel, Multi-Device Citizens appeared first on ForeSee. E-Government Mobile Multichannel In that time, we’ve seen technology evolve – and with that comes.

Is Your Government Service Operation Keeping Pace with Increasing Citizen Expectations?

NICE inContact

Government agencies often times struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. The post Is Your Government Service Operation Keeping Pace with Increasing Citizen Expectations? Aging contact center technology can become a major hurdle. Necessary upgrades to provide a modern omnichannel customer experience are often prohibitively expensive, or simply not possible.

How State and Local Government can Manage COVID19 (Coronavirus) Communications

Quiq

Recent developments with the COVID19/coronavirus has flooded state and local government with calls. . With the CDC’s phone hold times approaching an hour or more, many are turning to their state, county, and local government for answers. . Quiq recently created a coronavirus bot as an example of how city, county, state, and government at any level can easily create and offer an informational bot to citizens. Share This Story. Are you staying ahead of the real-time news cycle?