{
    "version" : "https://jsonfeed.org/version/1",
    "content" : "news",
    "type" : "single",
    "title" : "Monthly Theme: How Federal Contact Centers Deliver Great Customer Service |Digital.gov",
    "description": "Monthly Theme: How Federal Contact Centers Deliver Great Customer Service",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/08/monthly-theme-how-federal-contact-centers-deliver-great-customer-service/index.json","item" : [
    {"title" :"Monthly Theme: How Federal Contact Centers Deliver Great Customer Service","summary" : "At the end of last year, DigitalGov posted an article predicting that 2016 would be the year of the customer. Stephanie Thum, Vice President of Customer Experience at Export-Import Bank, looked at the great strides made in federal customer service in 2014 and called it the year of “planting seeds.” She then pointed to 2015","date" : "2015-04-08T09:35:49-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : {
        
            "contact-centers" : "Contact centers",
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md",
      
      "filepath" :"news/2015/04/2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md","slug" : "monthly-theme-how-federal-contact-centers-deliver-great-customer-service","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/08/monthly-theme-how-federal-contact-centers-deliver-great-customer-service/","content" :"\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/04/600-x-230-Website-Contact-Page-Icons-Concept-NiroDesign-iStock-Thinkstock-185858280-chat-and-group-icons-from-NiroDesign-175617593.jpg\"\n    alt=\"Contact icons: envelope, handset, cell phone, at symbol, chat bubbles, group of figures\"/\u003e\u003c/div\u003e\n\n\n\u003cp\u003eAt the end of last year, DigitalGov posted an article \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/12/01/will-2016-be-the-federal-governments-year-of-the-customer/\"\u003epredicting that 2016 would be the year of the customer\u003c/a\u003e. Stephanie Thum, Vice President of Customer Experience at Export-Import Bank, looked at the great strides made in federal customer service in 2014 and called it the year of “planting seeds.” She then pointed to 2015 as the year of “germination and nurturing.”\u003c/p\u003e\n\u003cp\u003eOur DigitalGov team decided to go to the root of a lot of agency customer service: contact centers. It could be argued that contact centers and their agents water the customer service seeds that bloom into satisfied customers. In January, Martha Dorris, Director of the Office of Innovative Technologies at GSA, highlighted \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/12/15-government-customer-service-trends-for-2015/\"\u003e15 customer service trends for 2015\u003c/a\u003e and noted that contact centers will continue to be an important channel to serve the public.\u003c/p\u003e\n\u003cp\u003eWe’ll look at contact centers from a variety of agencies, and we’ll also see how traditional contact centers have evolved in a digital world. Check in throughout the month for articles on:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/10/government-contact-center-round-up/\" title=\"Government Contact Center Round Up\"\u003eRecent webinars and trainings organized by the Government Contact Center Council (G3C) and hosted by DigitalGov University\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/30/digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers/\" title=\"DigitalGov’s Inaugural Podcast: How IVR Supports Contact Centers\"\u003eTrends in the use of interactive voice response technology\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/24/meeting-customer-needs-through-social-media/\"\u003eHow agencies use social media to complement the work of contact centers\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/27/are-faqs-still-relevant/\"\u003eThe debate over FAQs and whether they drive or inhibit good customer service\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/16/nci-reaching-the-public-via-sms-to-change-behaviors/\" title=\"NCI: Reaching the Public via SMS to Change Behaviors\"\u003eHow the National Cancer Institute uses SMS to reach the public\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/28/4-decades-of-evolving-technology-in-federal-contact-centers/\" title=\"Lessons Learned from 4 Decades in Federal Contact Centers\"\u003eLessons learned by contact centers\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n"}
  ]
}