/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/barbara-walton/ Recent content on Digital.gov Hugo en-us /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/09/top-eight-best-practices-for-federal-contact-centers/ Thu, 09 Jan 2014 05:24:49 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/09/top-eight-best-practices-for-federal-contact-centers/ 1. Meet all Laws, Requirements, Policies, and Directives for Federal Contact Centers Understand and follow all Privacy, Security, Disability, and Service Contract Act requirements. 2. Use Performance Metrics to Influence Business Rules and Drive Improvements Develop Key Performance Indicators/Metrics (see Performance Goals). CSLIC (Word document, 82 KB, 36 pages) could be used as a start. 3. Develop and Use a Comprehensive Quality Assurance Program Monitor quality. Use data to provide feedback to website/content team.