SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

Contact Center Pipeline

government can be a daunting, almost intimidating, and too often a frustrating experience. Leadership Strategic planning Technology Biden Administration customer experience CX Executive Order Federal government National Taxpayer Advocate

Intelligent government: Delivering superior citizen experiences with AI


Today, the governments of every nation share at least one common challenge. The post Intelligent government: Delivering superior citizen experiences with AI appeared first on What’s next. Enterprise Authentication Biometrics Contact Center Strategy Customer Stories government


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How Government Agencies Can Elevate Citizen Service


Government agencies have no such competition, yet it's even more crucial for them to provide top-notch service. When agencies provide poor service delivery, citizens lose their general trust in the government.

Improving Government CX – The Fundamental Building Blocks for Success


There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country.

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. Leveraging leading industry research from industry analysts, this eBook explores how your sales team can gain back valuable time.

Federal Government


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

What are the Benefits of Local Government Chatbots? 


The Covid-19 pandemic transformed the way that local governments interact with citizens. For many local governments, this came in the form of customer service chatbots. The improved service from local government chatbots can lead directly to improved customer satisfaction (CSAT).

Behind the Scenes of Government Social Media Customer Care

Russel Lolacher

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our customers are comparing us to the last great customer experience they had, not other government agencies.

Bringing some new terms to Government CX


Bringing some new terms to Government CX. government is looking at customer experience. issued on December 13, 2021 “ Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” For a government service, it is the same.

New E-Gov Index: When Citizens Turn to Government, Does Government Deliver?


CX Best Practices CX Strategy Government Research & CX DataNew data from the Verint Experience Index: E-Gov report for January – June 2020 shows that when COVID-19 changed everything earlier this year, people looked to federal agencies for information.

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.

4 Reasons Why Live Chat for Government is Critical in 2022


In US government, this score languishes at 4.5. For government organizations, this means reliance on the traditional channels of phone and email is no longer enough – live chat for government is essential. Live chat for government helps to alleviate these concerns.

CX Governance in the Contact Center: A Consistent Experience


The post CX Governance in the Contact Center: A Consistent Experience appeared first on Livevox.

Guest Blog: Technology Trends That Will Govern the CX Landscape


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. Consistent innovation is the greatest invention for all generations.”. The breakthrough technologies have swamped the world and it’s the truth that all this change has been enticing for most of us.

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


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

4 Foundational Steps to Improving Service Delivery in Government


Improving service delivery in government comes with unique challenges. Governments must be accountable to citizens in a way that the private sector is never constrained by. When improving service delivery in government, efficiency is the first building block.

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 […].

A Shopping Checklist to Find the Best Live Chat Providers for Government Websites


It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel.

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? 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.

How to Improve Government-to-Citizen Engagement in 2022


Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. These government-to-citizen (G2C) relations have been strained even further by the pandemic, yet it’s not all doom and gloom.

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, […].

A new era in government-sector customer experience


A new era in government-sector customer experience. This ushers in a new era of government customer experience. This executive order expands upon previous executive orders issued in 1993, 2011, 2015 and 2021 seeking to improve government customer/constituent experience.

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. 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.

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.

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.

Even the US Government is Jumping on the Customer Experience Train

The Petrova Experience

Today, we are examining an unexpected trend: US Government customer experience. The US Government is investing in Customer Experience. Government is a Notorious Late Adopter. Typically, the government is the last to adopt new technologies, processes, and ways of doing things.

A complete guide to improving customer service in government [with best practices & use cases]


In US government, this score languishes at 4.5. With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task.

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. 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.

7 Steps to Successful Government Customer Service


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

Exploring the Dark Side of Robocalls: Government Impostor Scammers


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.

Accessibility in Customer Service – How Comm100 Live Chat Meets Government Requirements


Governments around the world continue to introduce legislation that ensures services are accessible by everyone. In this blog, we’ll be looking at the ways that Comm100 Live Chat meets government requirements for accessibility.

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


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. 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 […].

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. The post Mobile Managers Answer The Call In 51st E-Government Satisfaction Index appeared first on ForeSee. E-Government Government

Achieving Customer Experience Excellence in Digital Government


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

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. 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

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.

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?

Good Governance Boosts Customer Experience Innovation

Brad Cleveland

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling.