/preview/gsa/digitalgov.gov/bc-archive-content-3/authors/tonya-beres/ Recent content on Digital.gov Hugo en-us /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/30/how-much-will-my-agencys-contact-center-cost/ Thu, 30 Apr 2015 11:10:52 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/30/how-much-will-my-agencys-contact-center-cost/ 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 /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/07/28/should-your-agency-be-offering-chat-service/ Mon, 28 Jul 2014 01:58:20 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/07/28/should-your-agency-be-offering-chat-service/ 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 /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/06/05/the-importance-of-cross-channel-customer-service-digitalgov-summit-recap/ Thu, 05 Jun 2014 12:13:55 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/06/05/the-importance-of-cross-channel-customer-service-digitalgov-summit-recap/ 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 /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/28/what-do-people-think-of-your-content-ask-your-contact-center/ Fri, 28 Feb 2014 09:36:00 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/28/what-do-people-think-of-your-content-ask-your-contact-center/ 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 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/contact-center-operation-and-management/ Wed, 05 Feb 2014 10:36:45 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/contact-center-operation-and-management/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/contact-center-technologies/ Wed, 05 Feb 2014 10:27:01 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/contact-center-technologies/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/getting-started-with-your-contact-center/ Wed, 05 Feb 2014 10:25:54 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/getting-started-with-your-contact-center/ This guide provides you with the information to get a governement contact center started /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/ Wed, 05 Feb 2014 09:41:22 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/ 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. /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/10/28/federal-contact-center-regulations-and-directives/ Mon, 28 Oct 2013 05:19:56 -0400 /preview/gsa/digitalgov.gov/bc-archive-content-3/2013/10/28/federal-contact-center-regulations-and-directives/ 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