{
    "version" : "https://jsonfeed.org/version/1",
    "content" : "resources",
    "type" : "single",
    "title" : "Contact Center Guidelines |Digital.gov",
    "description": "Contact Center Guidelines",
    "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/index.json","item" : [
    {"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"
            },"branch" : "bc-archive-content-3",
      "filename" :"contact-center-guidelines.md",
      
      "filepath" :"resources/contact-center-guidelines.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/contact-center-guidelines.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/contact-center-guidelines.md","slug" : "contact-center-guidelines","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/","content" :"\u003cp\u003eContact Centers are becoming the hub for federal agencies to gather valuable, decision-making data to meet their missions. 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. Customers want to speak to government agencies via Web, social media, and mobile technologies, not just by phone calls. Citizens engaging with federal agencies also expect timely, accurate responses to their questions and needs.\u003c/p\u003e\n\u003cp\u003eThis section on Contact Centers provides information on planning a Contact Center, technologies, operations and management, and requirements and \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/09/top-eight-best-practices-for-federal-contact-centers/\" title=\"Top Eight Best Practices for Federal Contact Centers\"\u003ebest practices\u003c/a\u003e.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/getting-started-with-your-contact-center/\" title=\"Getting Started with your Contact Center\"\u003eGetting Started with your Contact Center\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/contact-center-technologies/\" title=\"Contact Center Technologies\"\u003eContact Center Technologies\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/contact-center-guidelines/contact-center-operation-and-management/\" title=\"Contact Center Operation and Management\"\u003eContact Center Operation and Management\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n"}
  ]
}