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.

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. Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment).

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?

Guest Blog: Technology Trends That Will Govern the CX Landscape

ShepHyken

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.

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 Success: Data science vs. data governance

Aspect

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

Combating global phone fraud

TRUSTID

” To help call centers struggling to keep up with phone fraud and other advanced social engineering schemes, the new TRUSTID IDENTIFIER identification and authentication solution helps all types of businesses, including financial institutions, health care, government.

Who are your employees, anyway?

Nexmo

Governance Controls Internal controls Compliance Management Protect Oversight Access Duty Corporation Government“Firm Settles Russia Probe,” The Wall Street Journal , December 12, 2017 A5. Company working on US defense projects had Russian employees who lacked appropriate security clearances (and who stored some material on servers in Russia). No fine reported; company to institute new security protocols and thereby resolve criminal complaint.

Coffee, Tea or Laptop?

ShepHyken

So, when faced with a government-imposed regulation, or even a tough company policy , what can you do, like Qatar Airlines has done, to comply, but still make it easier on your customers? Customer Experience company policy government policies Qatar Airlines

We’re Not Happy Until You’re Not Happy

ShepHyken

People complain and joke about some of their experiences with government agencies. Customer Care Customer Relationships brand promise cable TV industry government agenciesBrand Promise.

Customer Experience Transformation Through Proactive Engagement

ClearAction

Proactive Engagement through Data Governance. “In In 2014 we were given responsibility for data governance, transferred from IT into TCE, so we now have data quality as part of our TCE vision and strategy. Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker.

Break Down Barriers to a Great Customer Experience

CX Journey

A couple of tools that will come in handy to help the CCO achieve those goals include: Governance structure. Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment.

Are You Flying by the Seat of Your #CX Pants?

CX Journey

Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. What is governance? Do you have a governance structure in place?

Amplify Your Transformation with CX Champions - Part 1

CX Journey

Do you have a governance structure in place for your customer experience transformation efforts? Not having a governance structure is one of the 7 Deadly Sins of Customer Experience. Because a governance structure is about oversight and execution.

The 7 Deadly Sins of Customer Experience

CX Journey

Failing to outline a governance structure Without a governance structure in place, we perpetuate silo thinking and fail to achieve cross-functional alignment, involvement, and commitment. customer experience customer service employee experience governance leadership

Easier Said than Done: Move the Needle with Your Customer Experience Strategy

CX Journey

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery.

Private equity firm takes control

ClearAction

Financial Governments International Allegations Litigation TaxesPrivate equity firm takes control. L orem Ipsum is simply dummy text of the printing and typesetting industry.

Amplify Your Transformation with CX Champions - Part 2

CX Journey

They need to be supported, and they need to be able to discuss challenges, barriers, and successes with the other committees of the governance structure. champions customer experience customer-centric customer-centric culture employee experience governance transformation

Furloughed Employees potential remote call center Agents?

ChaseData

If you’ve seen the news in the last month or picked up a newspaper – even if you aren’t living in the United States – you’re probably aware that America’s government is in shutdown. Furloughed Employees: Talented Individuals and Perfect Potential Remote Call Center Agents.

Regulatory Requirements that Impact US Call Centers Using a Publicly Switched Telephone Network

ChaseData

Federal regulatory requirements for call centers are a uniform set of rules that govern all call center operations in the 50 states and in American territories. Federal authorities governing call centers are the Federal Trade Commission (FTC) and the Federal Communications Commission (FCC).

Voiance: Texas DIR-Contracted Interpretation and Translation Solutions

Voiance

Government agencies in Texas understand the need for language interpretation and document translation as part of their day-to-day operations. After all, they serve and communicate with all Texans, including those who aren't able to read English or speak it fluently.

Blockchain has much to offer the CX community, but a realistic timescale is less clear

Sabio

Earlier this month I read about how Ofcom, the UK telecoms regulator, has received a government grant to examine how blockchain technology could be applied to improve the way that our phone numbers are managed.

5 Ways to Grow Your Business by Emulating the Big Boys and Treating Your Customers Right

Win the Customer

Make sure you know what makes you unique, and have a guiding idea that governs all levels of your organization. In most cases, great customer service starts with a clear philosophy and a commitment to creating something exceptional.

Healthy and Sustainable Journey to NG911 for Future Generations

MicroAutomation

What is the CFPB Consumer Financial Protection Bureau? Definition, Tips, Best Practices, and Compliance Challenges of the CFPB

Callminer

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry.

How is Middle East Gearing Up for Customer Experience Challenges

Ameyo

Digital transformation is the reality of today’s world as evolving technologies are disrupting each and every aspect of business, government, and individuals’ lives.

A 3x Growth Rate in Jamaica – How Does Alorica Do it?

Alorica

Long-term planning by government and private-industry leaders like JAMPRO and the Business Process Industry Association of Jamaica (BPIAJ), a robust and growing class of educated youths and a rich cultural heritage built on warmth and generosity have proven to.

Giftex

OctopusTech

Now their events have gone beyond that to involve makers of Jute Products and Handmade Papers with support from various government organizations. Launched in 1988, Giftex is a leading exhibition organizing company.

Giftex

OctopusTech

Now their events have gone beyond that to involve makers of Jute Products and Handmade Papers with support from various government organizations. Launched in 1988, Giftex is a leading exhibition organizing company.

The Six Laws Of Customer Experience (Video)

Customer Experience Matters

Video Script: Just like the laws that govern physics, there are a set of fundamental truths that explain how organizations treat their customers. This video explains The Six Laws of Customer Experience.

Do ‘captive customers’ deserve customer service excellence?

NewVoiceMedia

A government employee questioned whether my service teaching had any value for his department. Second, how do government agencies attract and retain good people? Third, I am always surprised when government employees think they have no competition.

Outbound Call Centers: From Robocalls to Gamification

Noble Systems

As you may already know, outbound call centers are designed for agents to make manual or automated calls to former or present customers on behalf of a business, government, political or charitable organization, or client.

Make This Small Change For Big Results

Beyond Philosophy

So, the government chose to be self-serving to the benefit of hundreds, if not thousands, of its citizens. We all have a Status Quo Bias when it comes to decision making.

Optimize Agent Performance with Live Actionable Intelligence

CafeX

Research by CFI Group in 2017 shows that the contact center satisfaction index (CCSI) remains at a low point of 68 (as measured on a 0-100 scale) in the private and government sectors. The two key drivers of this call center metric are agent effectiveness and agent empowerment. These make sense because the competency of service agents directly impacts

How the South Dublin County Volunteer Centre Tripled Survey Response Rates and Measures Success

GetFeedback

This data was presented to their government and the proof of their success led to an increase in government funding. Automating surveys makes proving their claims easier, gaining trust from their government and securing more funds along the way.

Presidential Executive Fellow Rosetta Lue Joins Taylor Reach Group to lead Public Sector Practice

Taylor Reach Group

Although the company has worked with municipal and federal government agencies in the past, it is clear that the ever-expanding size and scope of public sector contact centers, as well as the unique needs of the people they serve, demand particular attention. While The Taylor Reach Group, Inc.,

Sorry POTUS, But Good Business Does Require Heart

Customer Experience Matters

I recently read this quote attributed to President Trump: Here, everything, pretty much everything you do in government involves heart, whereas in business most things don’t involve heart. In fact, in business you’re actually better off without it. My take: No, no, no! This is wrong-minded, and very outdated thinking. To succeed, businesses must make […]. Customer experience Executive leadership

The expanding threat of phone fraud

TRUSTID

How it impacts banks, hospitals, utilities or government agencies may differ, but one thing’s for sure, social engineering over the telephone is a real threat to any organization operating today.

Do ‘captive customers’ deserve customer service excellence?

NewVoiceMedia

A government employee questioned whether my service teaching had any value for his department. These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions. Second, how do government agencies attract and retain good people? Third, I am always surprised when government employees think they have no competition.

Escape the Contact Center Paradox: Narrow your Focus

HGS

3.Ruthlessly Calibrate, Communicate, and Align Effort (An Operational Governance Model) Effective contact centers establish a controlled system for monitoring, evaluating, and directing the actions and decisions of account teams. HGS Operational Governance Model Engagement Matrix.