It’s clear the pandemic changed how
government contact centers work. For one, remote work has now become the new norm for many in the federal government, including those that work in contact centers. Additionally, government contact centers agents have had to deal with an influx of requests – from vaccine information to stimulus checks, and much more.To meet these
customer experience expectations, government contact centers have implemented new tactics and technologies to stay on top of citizen needs, while remaining safe remotely. What are these technologies and how will they impact the future? What trends can we expect to see in the next year and how does security play into it?These were the key themes for the first
podcast in the
Government Technology Insider Federal Remote Worker Podcast Series - One Year Later on Contact Centers and CX with Michelle Morris, Managing Client Partner for Public Sector Customer Experience at Verizon.
The Government Technology Insider Podcast