Take a wholistic view look at how agencies can improve services to both customers and employees.
Moving Beyond the Traditional Customer Service Framework
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Putting Constituents First: Call Centers That Improve Customer Service
This playbook details how a modernized cloud call center can improve customer service at your agency.
Omnichannel Customer Service Helps Agencies Adapt to New Demands
In providing digital government services, the omnichannel approach helps provide customers with a smooth and consistent experience.
San Antonio’s 311 Service Paves the Way for Customer Service in a Post-COVID World
Here is how one city handled the increasing demand and elevated expectations for digital services while accommodating the needs of a hybrid workforce.
How a Crisis Center in Texas Improved Its Customer Service Experience
Integral Care of Travis County, Texas wanted to personalize contact center interactions by changing the way its agents engaged with callers.
Nov. 7 – Creating Excellent CX: The Need for Updated Customer Service Management
Learn how agencies can use the cloud to deliver excellent services to citizens.
The Evolution of 311 and Government Customer Service
Inspired by customer expectations and feedback the 311 community continues to increase connectivity options. Today’s users access 311 through kiosks, chat, text, online, mobile applications, email, artificial intelligence, and social media.
Customer Service in Action
GovLoop spoke with representatives from TSA and OPM to learn how federal agencies have prioritized and improved customer experience.
Engaging Employees in the Customer Service Mission
Employee engagement is the first step to a successful customer service journey, because agency personnel are the people who will actually create and deliver services to constituents. When morale declines, so does productivity and service. On the other hand, when engagement is high, your employees will be driven to provide exceptional experiences that serve the… Read more »
The Role of Technologists in Customer Service
Technologists like systems administrators, web developers and even information officers are rarely framed as the customer service owners of governments. But according to Illinois’ former Chief Digital Officer Hardik Bhatt, that’s exactly what they are.