government-contact-centers

Mobile Gov Experiences are agency stories about creating anytime, anywhere, any device government services and info. This entry is a story shared by GSA’s Office of Citizen Services & Innovative Technologies, Contact Center…

Contact centers operated and managed by federal agencies have to follow certain laws, regulations, policies, and other directives. Unless specifically noted, contact centers operated and managed by states or local governments do…

Using contact centers to deliver digital services is an emerging area in government. Due to the growth of online services, centers receive more attention and represent an important touch point for customers. When you need to speak…

All of us want to improve the content and information we provide to the public, but we’re intimidated by where to start: Does our website provide clear content? Is the best information hidden on pages a few layers down? What should…

As government contact centers, we all face financial and technological constraints in our pursuit to improve the customer experience. One challenge faced by many contact centers is staffing limitations to handle the volume of…

“In business, words are words, explanations are explanations, promises are promises, but only performance is reality.” Harold S. Geneen As government contact center managers, we dream of having contact center contractors who…

Live Web chat is an important component of good customer service. People like having the option of talking with an agent in real-time without having to pick up the phone. While live chat is not widespread, several agencies have…

As part of its ongoing effort to enhance customer experience for current and prospective exporters, the Export-Import Bank of the U.S. (Ex-Im Bank) is unveiling a new and improved customer contact center that includes an improved…

With public expectations at an all-time high, and trust in government nearing all-time lows, agencies need to step up their game. Veterans, seniors, students, taxpayers—all Americans—deserve the best service from their government.…

cherezoff, iStock, Thinkstock Innovative wearables, stronger wifi and more 3D printing have been among the many projections for the future of mobile in 2015. Whatever comes to pass, we can be certain that the anytime, anywhere user…

The Government Contact Center Council (G3C), led by GSA’s Tonya Beres, has been working with DigitalGov University to host events for the contact center community across the federal government. This year they hosted events and posted…

hoodesigns/iStock/Thinkstock In May 2014, Sarah Crane discussed the importance of structured content, APIs and the development of a “Create Once, Publish Everywhere” (COPE) strategy at USA.gov via a three part video series. After my…

SMS messages are an excellent way to reach audiences. The National Cancer Institute (NCI) saw SMS messages as an opportunity to reach the public for the implementation of their Mobile Health Behavioral Intervention Programs. NCI has 15…

Social media tools can amplify your agency’s message, but they are also a meeting space for two-way conversations. They can be a key tool to resolve user issues and deliver excellent customer service. This is true for agencies in…

Users have questions. Your content and website navigation can help them find answers, or potentially cause frustration. One tool for answering questions is up for debate: are FAQ sections still relevant in 2015, or are they a relic…

For more than 40 years, Warren Snaider has been working at the General Services Administration providing government information to the public. A Senior Federal Information Specialist, Snaider has witnessed government contact…

The federal government has caught the customer experience bug. We want our customers to complete their tasks with minimal effort using a streamlined process. If they need personal help, we want it to be quick, polite, and provide…

Thirteen years in digital is an eon, and on the eve of its 13th birthday, we at USAGov found ourselves reckoning with a mid-life crisis. In the thirteen years since Firstgov.gov was launched (and ten years for FirstGov en Español),…

I recently wrapped up a series of user interviews as part of a review of our judiciary-wide intranet in order to provide better digital services to our customers (and yes, our internal users are our customers, not just the general…

Journey maps are a visual representation of a customer’s end to end journey with your product or service. They are a powerful tool for exploring key interactions and experiences with your organization, programs, and/or services. Journey…