{
    "version" : "https://jsonfeed.org/version/1",
    "content" : "news",
    "type" : "single",
    "title" : "Government Contact Center Round Up |Digital.gov",
    "description": "Government Contact Center Round Up",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/10/government-contact-center-round-up/index.json","item" : [
    {"title" :"Government Contact Center Round Up","summary" : "The Government Contact Center Council (G3C) has been working with DigitalGov University to host events for the contact center community across the federal government.","date" : "2015-04-10T10:00:08-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"apiazza" : "Alycia Piazza"},"topics" : {
        
            "contact-centers" : "Contact centers",
            "customer-experience" : "Customer experience",
            "product-and-project-management" : "Product and project management"
            },"branch" : "bc-archive-content-3",
      "filename" :"2015-04-10-government-contact-center-round-up.md",
      
      "filepath" :"news/2015/04/2015-04-10-government-contact-center-round-up.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-10-government-contact-center-round-up.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-10-government-contact-center-round-up.md","slug" : "government-contact-center-round-up","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/10/government-contact-center-round-up/","content" :"\u003cp\u003eThe \u003ca href=\"https://digital.gov/communities/government-contact-center-council/\"\u003eGovernment Contact Center Council (G3C)\u003c/a\u003e, led by GSA’s Tonya Beres, has been working with DigitalGov University to host events for the contact center community across the federal government.\u003c/p\u003e\n\u003cp\u003eThis year they hosted events and posted articles that will help you get a contact center up and running, make up-to-date changes to meet 21st century expectations, and incorporate new features like adaptive content, chat, and handling social media inquiries.\u003c/p\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/04/600-x-330-Call-center-Androsov-Konstantin-iStock-Thinkstock-ThinkstockPhotos-93536394.jpg\"\n    alt=\"Call center\"/\u003e\u003cp\u003eAndrosov Konstantin, iStock, Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\n\u003cp\u003eIn June the G3C hosted their annual workshop where Mary Ann Monroe, Director of Customer Experience in GSA’s Office of Citizen Services and Innovative Technologies (OCSIT), shared the results and best practices from \u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/03/061214-G3C-Meeting-Mary-Ann-Monroe-USAgov-Contact-Center-Case-Study-JD-Power-Assessment-and-Customer-Satisfaction-Results.pptx\" title=\"USA.gov Contact Center Case Study JD Power Assessment and Customer Satisfaction Results\"\u003eJ.D. Power and Associates’ audit of the USA.gov Contact Center\u003c/a\u003e (PowerPoint presentation, 193 KB, 19 slides). There were also presentations by Ellis Hall of the Equal Employment Opportunity Commission \u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/03/061214-G3C-Meeting-Ellis-Hall-Presentation-Introduction-Equal-Employment-Opportunity-Commission.pptx\" title=\"Introduction Equal Employment Opportunity Commission\"\u003eon lessons learned from EEOC’s call centers\u003c/a\u003e (PowerPoint presentation, 75 KB, 5 slides) and Rosetta Lue of the City of Philadelphia on \u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/03/061214-G3C-Meeting-Rosetta-Lue-Collecting-Customer-Experience-Data.ppt\" title=\"Collecting Customer Experience Data\"\u003eCustomer Experience Data\u003c/a\u003e (PowerPoint presentation, 1MB, 16 slides). Martha Dorris, Associate Administrator for GSA’s OCSIT presented on \u003ca href=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/03/061214-G3C-Meeting-Martha-Dorris-Customer-Service-Initiatives-Across-Government.pptx\" title=\"Customer Service Initiatives Across Government\"\u003eCustomer Service Initiatives Across Government\u003c/a\u003e (PowerPoint presentation, 81 KB, 4 slides).\u003c/p\u003e\n\u003cp\u003eIf you are interested in joining the G3C and attending their monthly events, participation is open to federal, state, and local government employees. They also host a listserv for members to ask questions, share ideas, and provide ongoing support. To get involved, please contact the G3C Membership Coordinator, \u003ca href=\"mailto:%20barbara.walton@gsa.gov\"\u003eBarbara Walton\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eDigitalGov also has numerous resources and articles about managing contact centers:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eView the \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/\" title=\"Contact Center Guidelines\"\u003eContact Center Guidelines\u003c/a\u003e in our resources section for information on contact center technologies, how to get started, and operations and management of a contact center.\u003c/li\u003e\n\u003cli\u003eMake sure you’re following the \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/09/top-eight-best-practices-for-federal-contact-centers/\" title=\"Top 8 Best Practices for Federal Contact Centers\"\u003eTop 8 Best Practices for Federal Contact Centers\u003c/a\u003e.\u003c/li\u003e\n\u003cli\u003eArticle: \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/07/28/should-your-agency-be-offering-chat-service/\" title=\"Should Your Agency Be Offering Chat Service?\"\u003eShould Your Agency be Offering Chat Services\u003c/a\u003e—an article about using live chat services, best practices, hurdles, and other FAQs.\u003c/li\u003e\n\u003cli\u003eArticle: \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/05/01/improving-contact-center-performance-with-contract-incentives-dos-and-donts/\" title=\"Improving Contact Center Performance with Contract Incentives: Dos and Don’ts\"\u003eImproving Contact Center Performance: Contract Dos and Don’ts\u003c/a\u003e—an article about using your contact center contract to incentivize your contractor.\u003c/li\u003e\n\u003cli\u003eArticle: \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/28/what-do-people-think-of-your-content-ask-your-contact-center/\" title=\"What Do People Think of Your Content? Ask Your Contact Center!\"\u003eWhat Do People Think of Your Content? Ask the Contact Center\u003c/a\u003e, which summarizes how content managers can check in with the contact center. They hear about customers’ experiences—their needs, their satisfaction or dissatisfaction—and then YOU can act on it.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eYou can also check out our feeds for all the \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/topics/contact-centers/\"\u003eG3C posts\u003c/a\u003e and \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/topics/contact-centers/\"\u003eGovernment Contact Center posts\u003c/a\u003e.\u003c/p\u003e\n"}
  ]
}