In today’s environment, most government agencies’ contact centers don’t have the modern tools necessary to meet citizen demands. They are often working with technology and processes that are outdated, hinder information sharing and prevent simple access for citizens.
Contact center modernization should be a priority for all government agencies, but how is it achieved? This course walks through three steps – defining the vision, identifying easy wins and assessing the technology landscape – that agencies must complete to begin thriving in the digital era. After taking this course, you’ll have a clear understanding of how to update your contact center to meet today’s citizen and employee needs.