CCaaS providers who offer SaaS-based applications can enable customer service organizations to manage multichannel customer interactions.
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Agencies desperately depend on citizen trust to achieve their missions, which makes mistrust a stumbling block of major proportions.
Although most agree that improving CX is needed, we wanted to understand whether they see a role for automation technology in that endeavor.
Civil servants are trying to deliver the services that people need with no time to waste.
“Most people are working in systems that do not support them,” Hillard said. “If you find what’s in it for them and start to approach [engagement] from that angle, that is a way to take disengaged employees and bring them back to the light.”
At GovLoop’s fireside chat on Wednesday, two experts spoke about government’s biggest challenges and best practices to provide excellent CX for its citizens.
Citizens want to quickly access and trust the information they receive from agencies in times of emergency and tranquility.
Transitioning to a cloud-based CX solution is how agencies will reap big rewards in terms of more efficient operations, easier management and better CX.
Explore survey results about government CX and learn the elements and technology solutions to consider when improving government CX.
Cybersecurity and the citizen experience (CX) present a balancing act for agencies as although both are important, they’re often short on money and time.