Journey Maps: Tracing Real-world CX
Journey maps track a typical consumer experience with a product or service. They’re complex, require careful planning — and can be an invaluable tool for agencies looking to improve their customer engagement.
Communications
Top Supervisor Mistakes Not to Make
This webinar recap gives a brief overview of top supervisor mistakes.
Indiana BMV Builds on Three Pillars to Drive up CX
An overwhelmingly unpopular state agency transformed itself — through IT innovation — and now enjoys a 98% customer satisfaction rating.
Help People by Doing Their Paperwork Automatically
Automating processes internally so that the public doesn’t need to go through manual processes can help save people time and get them the help they need.
Essential Skills to Teach New Employees
We often train new staff mostly on content (policies, laws and procedures) but not much on craft (meetings, communication and briefings). That shortcoming limits what agencies actually get done.
Life Beyond Twitter
How changes in Twitter may change how agencies reach their communities.
How to Truly Unplug on Vacation
Vacations make employees happier, healthier and more productive — if they truly leave work behind. Here are seven thoughtful ways to unplug.
Habit #2: Foster Collaboration
Of all the ways to improve the productivity of your agency, collaboration is one of the most important. Here’s a look at how it works.
Federal Hybrid Work Environments Require a New Approach for Secure Collaboration
While the movement for the federal workforce to return to office continues, agencies must have a collaboration infrastructure that is flexible, scalable, interoperating, resilient and secure to ensure strategic mission readiness.
Taking Care of You: Professional Self-Care Tips for Government Employees
Self-care strategies can help you have more positive work experiences and reduce burnout. Check out these tips for feeling better every day.