Federal Government


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

Knowledge Governance: Where to Start


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?

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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.

Proper CX Governance: Eating Your Customer Experience Vegetables


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.

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.

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

bold360 Blog

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

Best Practice Corporate Governance for Net Promoter Score Success


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.

Four steps to modernizing government IVR


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.

Work trends exposed by the government shutdown


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.

7 Steps to Successful Government Customer Service


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

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. By Rosetta Lue.

2017: Transforming Government Perspectives


Toward the end of 2016 I had the opportunity to hear the perspectives of many people who worked at city, state and national government and who participated in the first few Citizen2020 'Conversations Workshops.'.

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


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. E-Government Government

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.

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.

Achieving Customer Experience Excellence in Digital Government


The report also reveals citizen satisfaction scores for 100 federal department, agency and program websites and the latest ForeSee Mobile Federal Government Benchmark. The post Achieving Customer Experience Excellence in Digital Government appeared first on ForeSee.

Mobile Matters for E-Government Digital Success


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.

Is Governance + Risk + Compliance Stalling your Omnichannel Projects?


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.

Customer Success in the Business-to-Government Sector


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? Future Government Contracts.

Customer Experience Governance: Do This, Not That


Customer Experience Governance: Do This, Not That. Governance doesn’t get much airtime in customer experience management conversations and writings. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment).

Transform Government From the Outside In


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.

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.

How Government Can Better Embrace Digital Customer Service Channels


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?

Digital Government: Making Customer Experience a Priority


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. The post Digital Government: Making Customer Experience a Priority appeared first on ForeSee.

Improving Digital Engagement with the UK Government


Recently, the British government announced a £1 billion pound investment for faster broadband and 5G in the UK, which will benefit consumers and businesses.

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


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.

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


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.

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


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-Government

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


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.

The Best Omnichannel Solution for Your Government Agency


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.

Federal Government Agencies Need Good Customer Experience Management, Too


Unfortunately,” Parrish points out, “customers remain apathetic about digital government in both theory and practice.”.

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.

GovTech Recap: What Priorities City and County Government CIOs Have in Common


This week, large city and county CIOs and CTOs came together at the Government Technology (GovTech) Digital Communities Large City/County Fly-In in Washington, D.C. Government Public sector Government and Public Sector Citizen Services Technology citizen engagement

Is Your Contact Center a Fantasyland… Or Not?

Contact Center Pipeline

Leadership call center contact center culture customer experience governance strategic decision-makingI am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland.

Improving the Federal Customer Experience: Feedback vs. Measurement in Digital Government


For over 20 years—starting with the Government Performance and Results Act of 1993 (GPRA) to the recent customer service cross-agency priority goals—federal agencies have been grappling with tactics and strategies to improve their performance in delivering customer service to citizens.

What Motivates Government to Provide Better Customer Service?

CSM Magazine

For the most part, government has no competition. So why then would government care about providing good customer service? ” Notably, though, it does show generally improved scores for government agencies when compared to last year’s survey.

AI Success: Data science vs. data governance


AI and machine learning are revolutionizing the way we engage with customers, streamline operations, and mitigate business risk. Machine learning Data science

Top 5 Posts in October

Contact Center Pipeline

Featured call center contact center customer experience CX CX governance operating model intelligent call routing QA quality assurance speech analyticsHappy Halloween!

5 Top Customer Service Articles For the Week of October 24, 2016


3 Tools for Improving the Customer Experience in Government by William D. Government Technology) America’s most successful companies have learned a lot about keeping their customers happy. Customer Care Customer Experience government personalized marketing Twitter

New report: E-Gov should be driven by data, not politics


Government Research & CX Data E-Government FXI E-Government report Public SectorIt’s crucial that decisions about changes to federal websites be directed by data, not by politics. For the last 16 years, the principle of data-driven digital experiences has been the.