Ansafone

DECEMBER 3, 2019

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

Government 48

Government Contact Center 48

Guru

NOVEMBER 19, 2019

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?

Government 86

Government Management 86

ShepHyken

JUNE 30, 2017

The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken. This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Shep Hyken.

Government 272

Government Technology Benchmark Chatbots 272

Contact Center Pipeline

JULY 11, 2019

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.

Government 169

Government Employee engagement Customer Service Call Center 169

Advertisement

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.

Contact Center

Nuance

APRIL 30, 2019

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.

Government 56

Government Interactive Voice Response Call Center Self service 56

Genroe

NOVEMBER 9, 2019

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.

Government 74

Government Best practices Feedback 74

ClearAction

MARCH 23, 2015

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).

Government 96

Government Customer Experience Journey mapping Construction 96

bold360 Blog

JANUARY 21, 2020

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

Government 52

Government Morale Healthcare Marketing 52

Liveops

MARCH 8, 2019

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.

Government 67

Government Scripts Enterprise Sales 67

ForeSee

MARCH 12, 2015

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

Government 86

Government Multichannel Customer Service Contact Center 86

Taylor Reach Group

MAY 22, 2019

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.

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Government Contact Center Consulting Consulting 121

Verint

FEBRUARY 13, 2017

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.'.

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Government Customer Service Customer Experience 31

ForeSee

JUNE 7, 2016

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

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Government Management 73

Taylor Reach Group

FEBRUARY 5, 2019

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.

Government 117

Government Scripts Management Contact Center 117

Up Your Service

JANUARY 3, 2019

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.

Government 57

Government Enterprise Technology Management 57

ForeSee

FEBRUARY 19, 2015

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.

Government 61

Government Multichannel Benchmark Customer Experience 61

ConvergeOne

SEPTEMBER 17, 2019

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.

Government 72

Government Multichannel Contact Center Call Center 72

ForeSee

DECEMBER 1, 2015

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.

Government 52

Government Customer Experience 52

Amity

MAY 26, 2017

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.

Government 90

Government B2C B2B Education 90

Verint

APRIL 5, 2017

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 33

Government 33

Avaya

JUNE 26, 2017

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.

Government 58

Government Analytics Accountability Management 58

Quiq

MARCH 11, 2020

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. . Share This Story.

Government 52

Government Management Technology Personalization 52

Contact Center Pipeline

OCTOBER 22, 2019

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.

Customer Experience 176

Customer Experience Government Chief Customer Officer Accountability 176

ForeSee

NOVEMBER 6, 2014

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.

Government 52

Government Benchmark Customer Experience 52

HGS

MAY 20, 2018

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?

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Government Chatbots Self service Analytics 100

Verint

JANUARY 26, 2017

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

Government 33

Government Customer Service Customer Experience 33

ForeSee

AUGUST 29, 2017

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.

Government 40

Government 40

ForeSee

FEBRUARY 28, 2014

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.

Government 52

Government Benchmark 52

ForeSee

MARCH 9, 2016

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

Government 65

Government Customer Experience 65

ForeSee

SEPTEMBER 4, 2014

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.

Government 76

Government Multichannel Best practices Technology 76

Topdown

MARCH 7, 2016

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

Government 72

Government Management Customer Experience 72

NICE inContact

APRIL 29, 2019

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.

Government 52

Government Cloud contact Technology Customer Service 52

Verint

APRIL 28, 2017

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

Government 30

Government Technology 30

ForeSee

MAY 5, 2015

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.

Government 52

Government Feedback Customer Service Customer Experience 52

CSM Magazine

SEPTEMBER 21, 2016

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.

Government 52

Government Airlines Transportation First call resolution 52

Contact Center Pipeline

NOVEMBER 7, 2019

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.

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Contact Center Government Call Center Customer Experience 176