How to Get Chatbots Up and Running
In today’s digital age, people are not only comfortable with online self-service options such as chatbots, they expect them.
Citizen Engagement
How Workforce Engagement Management Can Optimize CX
To deliver secure, personalized experiences to citizens, agencies should rely on a cloud contact center that will meet FedRAMP requirements.
Case Studies About Building Trust Through Data-Sharing
To tackle pressing issues, state and local agencies are improving their processes of collaborating and sharing data to drive solutions. Here are some examples.
Why State and Local Agencies Must Focus on Delivering Exceptional Human Experience
Delivering goods and services is the first purpose of local government. However, a critical part of that mission is not just the actual goods and services, but how they are delivered. In this article, we’ll discuss the issues with traditional citizen experience (CX) metrics in state and local agencies and share best practices for how… Read more »
Tackle the Public’s Rising Customer Experience Demands
The public expects private-sector businesses to serve them continuously and digitally and, increasingly, they expect the same in the public sector.
What You REALLY Need to Know About Biden’s Budget
Administration priorities to emerge are grant funding, federal workforce compensation, equity, career development, cybersecurity and more.
How the VA Gained Veterans’ Trust
When the VEO was established in 2015, the ultimate goal was to listen to veterans’ voices. The office strategically deployed core CX capabilities.
How to Best Address Contact Center Needs
Contact centers are often the first, if not only, point of interaction with the public for many agencies, it is time to modernize them.
How Tennessee Gave Voice to Its Constituents
Customers have shifting expectations for the government and it’s necessary for government to engage people where they are.
How Mobile Messaging Can Increase Government Trust
Government to citizen (G2C) interactions are being shaped to serve populations more effectively and gain trust and transparency from citizens.