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    "count" : "9","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/tonya-beres/index.json","profile_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/tonya-beres/","display_name" : "Tonya Beres","first_name" : "Tonya","last_name" : "Beres","slug" : "tonya-beres","email" : "tonya.beres@gsa.gov","branch" : "bc-archive-content-3",
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        "title" :"How Much Will My Agency’s Contact Center Cost?","summary" : "The federal government has caught the customer experience bug. We want our customers to complete their tasks with minimal effort using a streamlined process. If they need personal help, we want it to be quick, polite, and provide the best answer. But that personal help frequently requires a team of highly skilled, dedicated people—a contact","date" : "2015-04-30T11:10:52-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
          
              "contact-centers" : "Contact centers",
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management"
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        "filename" :"2015-04-30-how-much-will-my-agencys-contact-center-cost.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/30/how-much-will-my-agencys-contact-center-cost/"
    },{
        "title" :"Should Your Agency Be Offering Chat Service?","summary" : "Live Web chat is an important component of good customer service. People like having the option of talking with an agent in real-time without having to pick up the phone. While live chat is not widespread, several agencies have shown great success in serving the public through this alternative channel. At a recent Government Contact","date" : "2014-07-28T01:58:20-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
          
              "contact-centers" : "Contact centers",
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management",
              "user-experience" : "User experience"
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        "filename" :"2014-07-28-should-your-agency-be-offering-chat-service.md",
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    },{
        "title" :"The Importance of Cross-Channel Customer Service—DigitalGov Summit Recap","summary" : "During the DigitalGov Citizen Services Summit last Friday, customer service experts from across government came together on a panel to share what customer service means to them and their organization and specific ways they leverage it. The other panels were on performance analysis, public private partnerships, and inter-agency work. The panelists spoke about the strategies","date" : "2014-06-05T12:13:55-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
          
              "analytics" : "Analytics",
              "challenges-and-prize-competitions" : "Challenges and prize competitions",
              "content-strategy" : "Content strategy",
              "mobile" : "Mobile",
              "product-and-project-management" : "Product and project management",
              "social-media" : "Social media",
              "software-engineering" : "Software engineering",
              "user-experience" : "User experience"
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        "filename" :"2014-06-05-the-importance-of-cross-channel-customer-service-digitalgov-summit-recap.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/06/05/the-importance-of-cross-channel-customer-service-digitalgov-summit-recap/"
    },{
        "title" :"What Do People Think of Your Content? Ask Your Contact Center!","summary" : "All of us want to improve the content and information we provide to the public, but we’re intimidated by where to start: Does our website provide clear content? Is the best information hidden on pages a few layers down? What should we tweet about","date" : "2014-02-28T09:36:00-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
          
              "contact-centers" : "Contact centers",
              "content-strategy" : "Content strategy",
              "customer-experience" : "Customer experience",
              "product-and-project-management" : "Product and project management",
              "social-media" : "Social media",
              "user-experience" : "User experience"
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        "filename" :"2014-02-28-what-do-people-think-of-your-content-ask-your-contact-center.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/28/what-do-people-think-of-your-content-ask-your-contact-center/"
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        "title" :"Contact Center Operation and Management","summary" : "Many things can impact the service quality, economics, and sustainability of your government contact center. This section provides insight on various aspects of operating and managing a contact center to help you improve its performance.","date" : "2014-02-05T10:36:45-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
          
              "contact-centers" : "Contact centers"
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        "filename" :"contact-center-operation-and-management.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/contact-center-operation-and-management/"
    },{
        "title" :"Contact Center Technologies","summary" : "A contact center is supported by many technologies designed to enhance the customer experience, improve the operating and management efficiency, or lower the overall costs of running a contact center.","date" : "2014-02-05T10:27:01-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
          
              "contact-centers" : "Contact centers",
              "customer-experience" : "Customer experience"
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/contact-center-technologies/"
    },{
        "title" :"Getting Started with your Contact Center","deck" : "Planning and creating a successful government contact center is a complex endeavor. This guide will provide you with the information and tools to get you started.","summary" : "This guide provides you with the information to get a governement contact center started","date" : "2014-02-05T10:25:54-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
          
              "contact-centers" : "Contact centers"
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/getting-started-with-your-contact-center/"
    },{
        "title" :"Contact Center Guidelines","summary" : "The Contact Center is no longer viewed as only a center to receive complaints, but as a valued operation in an agency’s strategy to deliver a quality customer experience.","date" : "2014-02-05T09:41:22-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
          
              "contact-centers" : "Contact centers",
              "customer-experience" : "Customer experience"
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/"
    },{
        "title" :"Federal Contact Center Regulations \u0026 Directives","summary" : "Contact centers operated and managed by federal agencies have to follow certain laws, regulations, policies, and other directives. Unless specifically noted, contact centers operated and managed by states or local governments do not have to comply with these same requirements. Access for People with Disabilities (Section 508) Federal contact centers must comply with Section 508","date" : "2013-10-28T05:19:56-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
          
              "accessibility" : "Accessibility",
              "contact-centers" : "Contact centers",
              "privacy" : "Privacy",
              "product-and-project-management" : "Product and project management"
              },"branch" : "bc-archive-content-3",
        "filename" :"2013-10-28-federal-contact-center-regulations-and-directives.md",
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        "url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/10/28/federal-contact-center-regulations-and-directives/"
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