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"title" : "Contact centers |Digital.gov",
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"items" : [{"kicker" : "Communities of practice","title" :"Join the Contact Center","deck" : "Share and learn with contact center practitioners.","summary" : "Explore methods of service delivery that improve customer experience in government contact centers.","date" : "2024-06-28T16:36:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : {
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience"
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},{"title" :"One year with the new USAGov","deck" : "It has been a year since USA.gov and USAGov en Español were relaunched using human-centered design principles. Using task backlog, the USAGov team has addressed content gaps, improved discoverability, and implemented technical updates. Through usability tests, visitor comments, and click behavior the team was able to unravel and respond to user feedback and unmet needs, leading to noticeable increases in visitor satisfaction and task accomplishment. Moving forward, the focus will shift to enhancing public engagement with the government, improving the search for benefits-related content, and exploring interactive and personalized user experiences.","summary" : "It has been a year since USA.gov and USAGov en Español were relaunched using human-centered design principles. Using task backlog, the USAGov team has addressed content gaps, improved discoverability, and implemented technical updates. Through usability tests, visitor comments, and click behavior the team was able to unravel and respond to user feedback and unmet needs, leading to noticeable increases in visitor satisfaction and task accomplishment. Moving forward, the focus will shift to enhancing public engagement with the government, improving the search for benefits-related content, and exploring interactive and personalized user experiences.","date" : "2024-05-14T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : {
"analytics" : "Analytics",
"best-practices" : "Best practices",
"communication" : "Communication",
"contact-centers" : "Contact centers",
"content-strategy" : "Content strategy",
"design" : "Design",
"human-centered-design" : "Human-centered design",
"information-collection" : "Information collection",
"usability" : "Usability"
},"branch" : "bc-archive-content-3",
"filename" :"2024-05-16-one-year-with-the-new-usagov.md",
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},{"title" :"Creating a blueprint for quality: How the PX Contact Center helps agents grow their skills","deck" : "Every day, live agents at USA.gov’s Public Experience (PX) Contact Center answer questions from the public about government benefits and services. Learn how the PX Contact Center develops a workforce of excellent agents, using immersive onboarding, tailored and continuous training, feedback loops, and calibration meetings to empower their agents to deliver accurate information. USA.gov’s system for employee and contact center management ensures that every customer interaction leaves a lasting impact.","summary" : "Every day, live agents at USA.gov’s Public Experience (PX) Contact Center answer questions from the public about government benefits and services. Learn how the PX Contact Center develops a workforce of excellent agents, using immersive onboarding, tailored and continuous training, feedback loops, and calibration meetings to empower their agents to deliver accurate information. USA.gov’s system for employee and contact center management ensures that every customer interaction leaves a lasting impact.","date" : "2024-04-23T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : {
"analytics" : "Analytics",
"best-practices" : "Best practices",
"budgeting-and-performance" : "Budgeting and performance",
"contact-centers" : "Contact centers",
"human-centered-design" : "Human-centered design",
"information-collection" : "Information collection",
"multilingual" : "Multilingual",
"trust" : "Trust"
},"branch" : "bc-archive-content-3",
"filename" :"2024-04-25-creating-a-blueprint-for-quality-how-the-px-contact-center-helps-agents-grow-their-skills.md",
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},{"title" :"Fifteen Plays of Our Contact Center Approach","deck" : "","summary" : "Following relevant laws, policies, and guidance, the Contact Center Center of Excellence (CoE) developed a 15-play Playbook for federal agencies that are looking to modernize and optimize their contact centers. While not every play will apply to your agency, these plays will get you started.","date" : "2024-01-18T13:14:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : {
"contact-centers" : "Contact centers"
},"branch" : "bc-archive-content-3",
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},{"kicker" : "Outreach","title" :"988 Suicide \u0026 Crisis Lifeline Partner Toolkit","deck" : "Substance Abuse and Mental Health Services Administration (SAMHSA) recognizes the need for governments, states, territories, tribes, crisis centers, and partners to speak with one voice to ensure there is a clear understanding about what 988 is and how it will work. We encourage you to use these communication outreach materials and build upon them with your community coalitions to meet the needs of your specific audiences.","summary" : "Substance Abuse and Mental Health Services Administration (SAMHSA) recognizes the need for governments, states, territories, tribes, crisis centers, and partners to speak with one voice to ensure there is a clear understanding about what 988 is and how it will work. We encourage you to use these communication outreach materials and build upon them with your community coalitions to meet the needs of your specific audiences.","date" : "2022-07-22T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"samhsa" : "SAMHSA"},"topics" : {
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"contact-centers" : "Contact centers"
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"1200", "height" :
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},{"title" :"\u0026#34;Diga o marque 2\u0026#34;: USAGov en Espa\u0026ntilde;ol’s New Approach to Interactive Voice Response","deck" : ""Diga o marque 2": USAGov en Español’s New Approach to Interactive Voice Response—USAGov receives and responds to questions directly from the public in many ways: through social media, on page surveys on USA.gov and USAGov en Español, and through chats and calls. One powerful tool in the USAGov toolbelt is our interactive voice response (IVR) system in both English and Spanish through the USAGov Contact Center.","summary" : "","date" : "2020-06-23T09:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : {
"accessibility" : "Accessibility",
"contact-centers" : "Contact centers",
"content-strategy" : "Content strategy",
"design" : "Design",
"multilingual" : "Multilingual",
"user-experience" : "User experience"
},"branch" : "bc-archive-content-3",
"filename" :"2020-06-23-diga-o-marque-2-usagov-en.md",
"filepath" :"news/2020/06/2020-06-23-diga-o-marque-2-usagov-en.md",
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},{"title" :"USAGov and USAGov en Español","summary" : "A customer service platform that helps the public navigate the government space by providing topical information and services in English and Spanish.","date" : "0001-01-01T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : {
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"customer-experience" : "Customer experience"
},"branch" : "bc-archive-content-3",
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},{"title" :"Tips for Starting Your Customer Experience Journey","deck" : "Low-cost, low-lift actions that any federal employee can take to improve customer experience.","summary" : "Low-cost, low-lift actions that any federal employee can take to improve customer experience.","date" : "0001-01-01T00:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : {
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"content-strategy" : "Content strategy",
"customer-experience" : "Customer experience",
"product-and-project-management" : "Product and project management",
"research" : "Research"
},"branch" : "bc-archive-content-3",
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"filepath" :"resources/tips-for-starting-your-customer-experience.md",
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"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/tips-for-starting-your-customer-experience.md","source" : "performancegov","source_url" : "https://www.performance.gov/cx/blog/tips-for-starting-your-customer-experience-journey/","weight" : "2","slug" : "tips-for-starting-your-customer-experience","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/tips-for-starting-your-customer-experience/"
},{"kicker" : "Multilingual","title" :"How USAGov en Espa\u0026#241;ol Uses Quantitative and Qualitative Data to Meet the Needs of Its Audience","deck" : "","summary" : "In this workshop, we will show how USAGov en Español collects and analyzes data from across several social media channels and the USAGov Contact Center to design and improve content and outreach strategies.","date" : "2020-06-11T14:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"andres-quinones" : "Andres Quinones","fabiola-herrera" : "Fabiola Herrera","lgodfrey" : "Laura Godfrey"},"topics" : {
"analytics" : "Analytics",
"contact-centers" : "Contact centers",
"content-strategy" : "Content strategy",
"multilingual" : "Multilingual",
"social-media" : "Social media"
},"primary_image" : { "uid" : "usagov-espanol-logo", "alt" :
"USAGov espanol logo.", "width" :
"1200", "height" :
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"", "format" :
"png" },"branch" : "bc-archive-content-3",
"filename" :"2020-06-11-how-usagov-en-espaol-uses-quantitative.md",
"filepath" :"events/2020/06/2020-06-11-how-usagov-en-espaol-uses-quantitative.md",
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},{"kicker" : "Contact Centers","title" :"Press or Say 1: USAGov Expands Its Use of Interactive Voice Response","deck" : "In 2019, USA.gov received nearly half a million calls! Read about how they expanded their use of interactive voice response to better serve citizens and maximize their resources.","summary" : "In 2019, USA.gov received nearly half a million calls! To help callers get answers for basic questions more quickly, and to save money and free-up our contact center agents to handle more complicated questions, the USAGov Contact Center recently added more interactive voice response (IVR) messaging.","date" : "2020-03-24T18:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"marietta-jelks" : "Marietta Jelks"},"topics" : {
"contact-centers" : "Contact centers"
},"branch" : "bc-archive-content-3",
"filename" :"2020-03-24-press-or-say-1-usagov-expands.md",
"filepath" :"news/2020/03/2020-03-24-press-or-say-1-usagov-expands.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2020/03/2020-03-24-press-or-say-1-usagov-expands.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2020/03/2020-03-24-press-or-say-1-usagov-expands.md","source" : "usagov","source_url" : "https://blog.usa.gov/press-or-say-1-usagov-expands-its-use-of-interactive-voice-response","slug" : "press-or-say-1-usagov-expands","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2020/03/24/press-or-say-1-usagov-expands/"
},{"kicker" : "Contact Centers","title" :"The Most Popular Questions from the Public ","deck" : "The team at USAGov analyzed more than 13,000 chats and phone calls from the public, in both English and Spanish, and then tagged these inquiries by popular topic area. These are the top questions our government-wide contact center received over the last four months.","summary" : "The team at USAGov analyzed more than 13,000 chats and phone calls from the public, in both English and Spanish, and then tagged these inquiries by popular topic area. These are the top questions our government-wide contact center received over the last four months.","date" : "2019-10-08T12:00:00-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jeremyzilar" : "Jeremy Zilar"},"topics" : {
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience"
},"branch" : "bc-archive-content-3",
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},{"title" :"Creative Usability Test Methods—or My Brief Career as a Robot Voice","summary" : "When you want to do a usability test, sometimes you have to step out of your comfort zone and get creative to get the job done. That’s just what happened to us. We’re well practiced at usability testing at USAGov—in person, remote, hallway tests, first-click tests—all of these things we manage without blinking an eye.","date" : "2016-08-31T12:00:42-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"joanne-mcgovern" : "Joanne McGovern"},"topics" : {
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience",
"research" : "Research",
"usability" : "Usability",
"user-experience" : "User experience"
},"branch" : "bc-archive-content-3",
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},{"title" :"Journey Mapping the Customer Experience: A USA.gov Case Study","summary" : "Journey maps are a visual representation of a customer’s end to end journey with your product or service. They are a powerful tool for exploring key interactions and experiences with your organization, programs, and/or services. Journey maps describe a customer’s entire journey, even the parts that occur before and after contact with your organization. They","date" : "2015-08-12T10:00:21-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"mary-ann-monroe" : "Mary Ann Monroe","michelle-chronister" : "Michelle Chronister"},"topics" : {
"analytics" : "Analytics",
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience",
"research" : "Research",
"user-experience" : "User experience"
},"branch" : "bc-archive-content-3",
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"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/08/2015-08-12-journey-mapping-the-customer-experience-a-usa-gov-case-study.md","slug" : "journey-mapping-the-customer-experience-a-usa-gov-case-study","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/08/12/journey-mapping-the-customer-experience-a-usa-gov-case-study/"
},{"title" :"The Content Corner: Determining Your User\u0026#8217;s Needs","summary" : "I recently wrapped up a series of user interviews as part of a review of our judiciary-wide intranet in order to provide better digital services to our customers (and yes, our internal users are our customers, not just the general public).","date" : "2015-07-20T10:20:36-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tyrus-manuel" : "Tyrus Manuel"},"topics" : {
"analytics" : "Analytics",
"contact-centers" : "Contact centers",
"content-strategy" : "Content strategy",
"usability" : "Usability",
"user-experience" : "User experience"
},"branch" : "bc-archive-content-3",
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"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/07/2015-07-20-the-content-corner-determining-your-users-needs.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/07/2015-07-20-the-content-corner-determining-your-users-needs.md","slug" : "the-content-corner-determining-your-users-needs","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/07/20/the-content-corner-determining-your-users-needs/"
},{"title" :"USA.gov in Beta: Tell Us What You Think","summary" : "Thirteen years in digital is an eon, and on the eve of its 13th birthday, we at USA.gov found ourselves reckoning with a mid-life crisis. In the thirteen years since Firstgov.gov was launched (and ten years for FirstGov en Español), the sheer volume and sophistication","date" : "2015-05-04T14:30:34-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"sarah-crane" : "Sarah Crane"},"topics" : {
"analytics" : "Analytics",
"application-programming-interface" : "Application programming interface",
"contact-centers" : "Contact centers",
"content-strategy" : "Content strategy",
"multilingual" : "Multilingual",
"product-and-project-management" : "Product and project management",
"research" : "Research",
"social-media" : "Social media"
},"branch" : "bc-archive-content-3",
"filename" :"2015-05-04-usa-gov-in-beta-tell-us-what-you-think.md",
"filepath" :"news/2015/05/2015-05-04-usa-gov-in-beta-tell-us-what-you-think.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/05/2015-05-04-usa-gov-in-beta-tell-us-what-you-think.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/05/2015-05-04-usa-gov-in-beta-tell-us-what-you-think.md","slug" : "usa-gov-in-beta-tell-us-what-you-think","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/05/04/usa-gov-in-beta-tell-us-what-you-think/"
},{"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" : "2015-04-30T11:10:52-0500","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"
},"branch" : "bc-archive-content-3",
"filename" :"2015-04-30-how-much-will-my-agencys-contact-center-cost.md",
"filepath" :"news/2015/04/2015-04-30-how-much-will-my-agencys-contact-center-cost.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-30-how-much-will-my-agencys-contact-center-cost.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-30-how-much-will-my-agencys-contact-center-cost.md","slug" : "how-much-will-my-agencys-contact-center-cost","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/30/how-much-will-my-agencys-contact-center-cost/"
},{"title" :"DigitalGov\u0026#8217;s Inaugural Podcast: How IVR Supports Contact Centers","summary" : "DigitalGov University has added podcasts to our suite of offerings on DigitalGov, featuring interviews and discussions with leaders in the DigitalGov community. For the first edition, we talked to Diane Devera, “Voice of the IVR” for the USA.gov Contact Center.","date" : "2015-04-30T01:35:34-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"apiazza" : "Alycia Piazza"},"topics" : {
"contact-centers" : "Contact centers",
"multimedia" : "Multimedia",
"podcast" : "Podcast",
"product-and-project-management" : "Product and project management"
},"primary_image" : { "uid" : "orig-dg-podcast-logo-mei-suseno-istock-getty-images-1148452254", "alt" :
"A two-tone podcast microphone icon in the original DigitalGov colors, teal and a salmon pink, is above the horizontal DigitalGov logo.", "width" :
"1200", "height" :
"630", "credit" :
"", "caption" :
"Mei Suseno, iStock, Getty Images", "format" :
"png" },"branch" : "bc-archive-content-3",
"filename" :"2015-04-30-digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers.md",
"filepath" :"news/2015/04/2015-04-30-digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-30-digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-30-digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers.md","slug" : "digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/30/digitalgovs-inaugural-podcast-how-ivr-supports-contact-centers/"
},{"title" :"Lessons Learned from 4 Decades in Federal Contact Centers","summary" : "For more than 40 years, Warren Snaider has been working at the General Services Administration providing government information to the public. A Senior Federal Information Specialist, Snaider has witnessed government contact centers evolve as technology has changed the way people communicate and access information. Snaider first joined the Federal Information Center in Sacramento in 1972.","date" : "2015-04-28T11:10:38-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"coqui-aspiazu" : "Coqui Aspiazu"},"topics" : {
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience",
"product-and-project-management" : "Product and project management"
},"branch" : "bc-archive-content-3",
"filename" :"2015-04-28-4-decades-of-evolving-technology-in-federal-contact-centers.md",
"filepath" :"news/2015/04/2015-04-28-4-decades-of-evolving-technology-in-federal-contact-centers.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-28-4-decades-of-evolving-technology-in-federal-contact-centers.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-28-4-decades-of-evolving-technology-in-federal-contact-centers.md","slug" : "4-decades-of-evolving-technology-in-federal-contact-centers","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/28/4-decades-of-evolving-technology-in-federal-contact-centers/"
},{"title" :"Are FAQs Still Relevant?","summary" : "Users have questions. Your content and website navigation can help them find answers, or potentially cause frustration. One tool for answering questions is up for debate: are FAQ sections still relevant in 2015, or are they a relic of bygone days? Nielsen Norman Group recently published two articles arguing for the continued use and usefulness","date" : "2015-04-27T13:10:19-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : {
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience",
"human-centered-design" : "Human-centered design",
"user-experience" : "User experience"
},"branch" : "bc-archive-content-3",
"filename" :"2015-04-27-are-faqs-still-relevant.md",
"filepath" :"news/2015/04/2015-04-27-are-faqs-still-relevant.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-27-are-faqs-still-relevant.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-27-are-faqs-still-relevant.md","slug" : "are-faqs-still-relevant","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/27/are-faqs-still-relevant/"
},{"title" :"Meeting Customer Needs Through Social Media","summary" : "Social media tools can amplify your agency’s message, but they are also a meeting space for two-way conversations. They can be a key tool to resolve user issues and deliver excellent customer service. This is true for agencies in every corner of the government space. In honor of our monthly contact center theme, we reached","date" : "2015-04-24T12:03:35-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : {
"analytics" : "Analytics",
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience",
"social-media" : "Social media"
},"branch" : "bc-archive-content-3",
"filename" :"2015-04-24-meeting-customer-needs-through-social-media.md",
"filepath" :"news/2015/04/2015-04-24-meeting-customer-needs-through-social-media.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-24-meeting-customer-needs-through-social-media.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-24-meeting-customer-needs-through-social-media.md","slug" : "meeting-customer-needs-through-social-media","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/24/meeting-customer-needs-through-social-media/"
},{"title" :"NCI: Reaching the Public via SMS to Change Behaviors","summary" : "SMS messages are an excellent way to reach audiences. The National Cancer Institute (NCI) saw SMS messages as an opportunity to reach the public for the implementation of their Mobile Health Behavioral Intervention Programs. NCI has 15 SMS based programs, including HealthyYouTxt, a program designed to help users live a healthier lifestyle, and SmokeFreeTxt, a","date" : "2015-04-16T11:10:21-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"kdaniel" : "Kendrick Daniel"},"topics" : {
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience",
"mobile" : "Mobile"
},"branch" : "bc-archive-content-3",
"filename" :"2015-04-16-nci-reaching-the-public-via-sms-to-change-behaviors.md",
"filepath" :"news/2015/04/2015-04-16-nci-reaching-the-public-via-sms-to-change-behaviors.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-16-nci-reaching-the-public-via-sms-to-change-behaviors.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-16-nci-reaching-the-public-via-sms-to-change-behaviors.md","slug" : "nci-reaching-the-public-via-sms-to-change-behaviors","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/16/nci-reaching-the-public-via-sms-to-change-behaviors/"
},{"title" :"The Content Corner: Structured Content Challenges and Lessons Learned","summary" : "In May 2014, Sarah Crane discussed the importance of structured content, APIs and the development of a “Create Once, Publish Everywhere” (COPE) strategy at USA.gov via a three part video series. After my recent post about a world without Web pages, Sarah and I connected and we discussed the challenges she has experienced during the","date" : "2015-04-13T10:00:17-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tyrus-manuel" : "Tyrus Manuel"},"topics" : {
"application-programming-interface" : "Application programming interface",
"contact-centers" : "Contact centers",
"content-strategy" : "Content strategy"
},"branch" : "bc-archive-content-3",
"filename" :"2015-04-13-the-content-corner-structured-content-challenges-and-lessons-learned.md",
"filepath" :"news/2015/04/2015-04-13-the-content-corner-structured-content-challenges-and-lessons-learned.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-13-the-content-corner-structured-content-challenges-and-lessons-learned.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-13-the-content-corner-structured-content-challenges-and-lessons-learned.md","slug" : "the-content-corner-structured-content-challenges-and-lessons-learned","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/13/the-content-corner-structured-content-challenges-and-lessons-learned/"
},{"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" : "2015-04-10T10:00:08-0500","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/"
},{"title" :"Monthly Theme: How Federal Contact Centers Deliver Great Customer Service","summary" : "At the end of last year, DigitalGov posted an article predicting that 2016 would be the year of the customer. Stephanie Thum, Vice President of Customer Experience at Export-Import Bank, looked at the great strides made in federal customer service in 2014 and called it the year of “planting seeds.” She then pointed to 2015","date" : "2015-04-08T09:35:49-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"awichman" : "Ashley Wichman"},"topics" : {
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience",
"product-and-project-management" : "Product and project management"
},"branch" : "bc-archive-content-3",
"filename" :"2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md",
"filepath" :"news/2015/04/2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/04/2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/04/2015-04-08-monthly-theme-how-federal-contact-centers-deliver-great-customer-service.md","slug" : "monthly-theme-how-federal-contact-centers-deliver-great-customer-service","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/04/08/monthly-theme-how-federal-contact-centers-deliver-great-customer-service/"
},{"title" :"Trends on Tuesday: Using SMS for Customer Support","summary" : "Don’t forget, mobile first strategy can include text messaging and SMS, not just native apps and responsive Web design. Ninety percent of all SMS messages are read within three minutes of being received, according to a recent blog post on Gigaom. Paired with an average open rate of 98% (versus 22% for email) and the","date" : "2015-02-03T10:00:07-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"kdaniel" : "Kendrick Daniel"},"topics" : {
"contact-centers" : "Contact centers",
"emerging-tech" : "Emerging tech",
"mobile" : "Mobile"
},"branch" : "bc-archive-content-3",
"filename" :"2015-02-03-trends-on-tuesday-using-sms-for-customer-support.md",
"filepath" :"news/2015/02/2015-02-03-trends-on-tuesday-using-sms-for-customer-support.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/02/2015-02-03-trends-on-tuesday-using-sms-for-customer-support.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/02/2015-02-03-trends-on-tuesday-using-sms-for-customer-support.md","slug" : "trends-on-tuesday-using-sms-for-customer-support","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/02/03/trends-on-tuesday-using-sms-for-customer-support/"
},{"title" :"How Government will Accelerate Anytime, Anywhere Services and Information in 2015","summary" : "Innovative wearables, stronger wifi and more 3D printing have been among the many projections for the future of mobile in 2015. Whatever comes to pass, we can be certain that the anytime, anywhere user will develop new habits and desires based on new trends. Government must accelerate its customer service approach with anytime, anywhere efforts to keep up. Here’s","date" : "2015-01-29T03:19:04-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jparcell" : "Jacob Parcell"},"topics" : {
"contact-centers" : "Contact centers",
"content-strategy" : "Content strategy",
"crowdsourcing-and-citizen-science" : "Crowdsourcing and citizen science",
"emerging-tech" : "Emerging tech",
"mobile" : "Mobile",
"product-and-project-management" : "Product and project management",
"user-experience" : "User experience"
},"branch" : "bc-archive-content-3",
"filename" :"2015-01-29-how-government-will-accelerate-anytime-anywhere-services-and-information-in-2015.md",
"filepath" :"news/2015/01/2015-01-29-how-government-will-accelerate-anytime-anywhere-services-and-information-in-2015.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/01/2015-01-29-how-government-will-accelerate-anytime-anywhere-services-and-information-in-2015.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/01/2015-01-29-how-government-will-accelerate-anytime-anywhere-services-and-information-in-2015.md","slug" : "how-government-will-accelerate-anytime-anywhere-services-and-information-in-2015","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/29/how-government-will-accelerate-anytime-anywhere-services-and-information-in-2015/"
},{"title" :"15 Government Customer Service Trends for 2015","summary" : "With public expectations at an all-time high, and trust in government nearing all-time lows, agencies need to step up their game. Veterans, seniors, students, taxpayers—all Americans—deserve the best service from their government. Here are our predictions for how the federal government will improve customer service in the coming year: 1. Many agencies will create a","date" : "2015-01-12T10:00:52-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"martha-dorris" : "Martha Dorris"},"topics" : {
"analytics" : "Analytics",
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience",
"product-and-project-management" : "Product and project management",
"research" : "Research",
"user-experience" : "User experience"
},"branch" : "bc-archive-content-3",
"filename" :"2015-01-12-15-government-customer-service-trends-for-2015.md",
"filepath" :"news/2015/01/2015-01-12-15-government-customer-service-trends-for-2015.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2015/01/2015-01-12-15-government-customer-service-trends-for-2015.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2015/01/2015-01-12-15-government-customer-service-trends-for-2015.md","slug" : "15-government-customer-service-trends-for-2015","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2015/01/12/15-government-customer-service-trends-for-2015/"
},{"title" :"Trends on Tuesday: Smartphone Users Still Use the Phone for Talking","summary" : "Smartphones are changing how organizations do business—they are more than just smart Web browsers. As I noted last week, purchases from mobile phones have dramatically increased during the holiday shopping season. The infographic from IfByPhone demonstrates how people are using","date" : "2014-12-16T10:57:53-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"jparcell" : "Jacob Parcell"},"topics" : {
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience",
"emerging-tech" : "Emerging tech",
"mobile" : "Mobile",
"product-and-project-management" : "Product and project management"
},"branch" : "bc-archive-content-3",
"filename" :"2014-12-16-trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking.md",
"filepath" :"news/2014/12/2014-12-16-trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/12/2014-12-16-trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/12/2014-12-16-trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking.md","slug" : "trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/12/16/trends-on-tuesday-smartphone-users-still-use-the-phone-for-talking/"
},{"title" :"Ex-Im Bank Announces Improved Customer Contact Center to Better Serve U.S. Exporters","summary" : "As part of its ongoing effort to enhance customer experience for current and prospective exporters, the Export-Import Bank of the U.S. (Ex-Im Bank) is unveiling a new and improved customer contact center that includes an improved 1-800 number experience, along with a new email response system.","date" : "2014-12-04T11:05:11-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"lawton-king" : "Lawton King"},"topics" : {
"contact-centers" : "Contact centers",
"product-and-project-management" : "Product and project management"
},"branch" : "bc-archive-content-3",
"filename" :"2014-12-04-ex-im-bank-announces-improved-customer-contact-center-to-better-serve-u-s-exporters.md",
"filepath" :"news/2014/12/2014-12-04-ex-im-bank-announces-improved-customer-contact-center-to-better-serve-u-s-exporters.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/12/2014-12-04-ex-im-bank-announces-improved-customer-contact-center-to-better-serve-u-s-exporters.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/12/2014-12-04-ex-im-bank-announces-improved-customer-contact-center-to-better-serve-u-s-exporters.md","slug" : "ex-im-bank-announces-improved-customer-contact-center-to-better-serve-u-s-exporters","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/12/04/ex-im-bank-announces-improved-customer-contact-center-to-better-serve-u-s-exporters/"
},{"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" : "2014-07-28T01:58:20-0500","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"
},"branch" : "bc-archive-content-3",
"filename" :"2014-07-28-should-your-agency-be-offering-chat-service.md",
"filepath" :"news/2014/07/2014-07-28-should-your-agency-be-offering-chat-service.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/07/2014-07-28-should-your-agency-be-offering-chat-service.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/07/2014-07-28-should-your-agency-be-offering-chat-service.md","slug" : "should-your-agency-be-offering-chat-service","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/07/28/should-your-agency-be-offering-chat-service/"
},{"title" :"Improving Contact Center Performance with Contract Incentives: Dos and Don’ts","summary" : "“In business, words are words, explanations are explanations, promises are promises, but only performance is reality.” Harold S. Geneen As government contact center managers, we dream of having contact center contractors who regularly exceed our performance expectations. One way to motivate your contractor to excel is by including financial incentives/disincentives directly into your contact center contract.","date" : "2014-05-01T13:20:39-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"carolyn-kaleel" : "Carolyn Kaleel"},"topics" : {
"contact-centers" : "Contact centers",
"product-and-project-management" : "Product and project management",
"user-experience" : "User experience"
},"branch" : "bc-archive-content-3",
"filename" :"2014-05-01-improving-contact-center-performance-with-contract-incentives-dos-and-donts.md",
"filepath" :"news/2014/05/2014-05-01-improving-contact-center-performance-with-contract-incentives-dos-and-donts.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/05/2014-05-01-improving-contact-center-performance-with-contract-incentives-dos-and-donts.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/05/2014-05-01-improving-contact-center-performance-with-contract-incentives-dos-and-donts.md","slug" : "improving-contact-center-performance-with-contract-incentives-dos-and-donts","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/05/01/improving-contact-center-performance-with-contract-incentives-dos-and-donts/"
},{"title" :"Customer Satisfaction: Innovating with Lack of Resources","summary" : "As government contact centers, we all face financial and technological constraints in our pursuit to improve the customer experience. One challenge faced by many contact centers is staffing limitations to handle the volume of incoming customer traffic. There are barely enough employees to operate phones, let alone work on meeting or exceeding the organizational customer","date" : "2014-04-21T13:09:32-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"rosetta-carrington-lue" : "Rosetta Carrington Lue"},"topics" : {
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience",
"product-and-project-management" : "Product and project management",
"social-media" : "Social media"
},"branch" : "bc-archive-content-3",
"filename" :"2014-04-21-customer-satisfaction-innovating-with-lack-of-resources.md",
"filepath" :"news/2014/04/2014-04-21-customer-satisfaction-innovating-with-lack-of-resources.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/04/2014-04-21-customer-satisfaction-innovating-with-lack-of-resources.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/04/2014-04-21-customer-satisfaction-innovating-with-lack-of-resources.md","slug" : "customer-satisfaction-innovating-with-lack-of-resources","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/04/21/customer-satisfaction-innovating-with-lack-of-resources/"
},{"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" : "2014-02-28T09:36:00-0500","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"
},"branch" : "bc-archive-content-3",
"filename" :"2014-02-28-what-do-people-think-of-your-content-ask-your-contact-center.md",
"filepath" :"news/2014/02/2014-02-28-what-do-people-think-of-your-content-ask-your-contact-center.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/02/2014-02-28-what-do-people-think-of-your-content-ask-your-contact-center.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/02/2014-02-28-what-do-people-think-of-your-content-ask-your-contact-center.md","slug" : "what-do-people-think-of-your-content-ask-your-contact-center","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/02/28/what-do-people-think-of-your-content-ask-your-contact-center/"
},{"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" : "2014-02-05T10:36:45-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
"contact-centers" : "Contact centers"
},"branch" : "bc-archive-content-3",
"filename" :"contact-center-operation-and-management.md",
"filepath" :"resources/contact-center-operation-and-management.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/contact-center-operation-and-management.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/contact-center-operation-and-management.md","slug" : "contact-center-guidelines/contact-center-operation-and-management","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" : "2014-02-05T10:27:01-0500","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-technologies.md",
"filepath" :"resources/contact-center-technologies.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/contact-center-technologies.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/contact-center-technologies.md","slug" : "contact-center-guidelines/contact-center-technologies","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" : "2014-02-05T10:25:54-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"tonya-beres" : "Tonya Beres"},"topics" : {
"contact-centers" : "Contact centers"
},"branch" : "bc-archive-content-3",
"filename" :"getting-started-with-your-contact-center.md",
"filepath" :"resources/getting-started-with-your-contact-center.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/resources/getting-started-with-your-contact-center.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/resources/getting-started-with-your-contact-center.md","slug" : "contact-center-guidelines/getting-started-with-your-contact-center","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" : "2014-02-05T09:41:22-0500","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/"
},{"title" :"Three Concepts for Excellence in Contact Centers","summary" : "Using contact centers to deliver digital services is an emerging area in government. Due to the growth of online services, centers receive more attention and represent an important touch point for customers. When you need to speak directly with someone to get help or resolve an issue, it must be a good experience. This reflects on","date" : "2014-01-10T06:08:16-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"mary-ann-monroe" : "Mary Ann Monroe"},"topics" : {
"contact-centers" : "Contact centers",
"customer-experience" : "Customer experience",
"product-and-project-management" : "Product and project management",
"user-experience" : "User experience"
},"branch" : "bc-archive-content-3",
"filename" :"2014-01-10-three-concepts-for-excellence-in-contact-centers.md",
"filepath" :"news/2014/01/2014-01-10-three-concepts-for-excellence-in-contact-centers.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/01/2014-01-10-three-concepts-for-excellence-in-contact-centers.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/01/2014-01-10-three-concepts-for-excellence-in-contact-centers.md","slug" : "three-concepts-for-excellence-in-contact-centers","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/10/three-concepts-for-excellence-in-contact-centers/"
},{"title" :"Top 8 Best Practices for Federal Contact Centers","summary" : "","date" : "2014-01-09T05:24:49-0500","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"barbara-walton" : "Barbara Walton"},"topics" : {
"analytics" : "Analytics",
"contact-centers" : "Contact centers",
"content-strategy" : "Content strategy",
"product-and-project-management" : "Product and project management",
"user-experience" : "User experience"
},"branch" : "bc-archive-content-3",
"filename" :"2014-01-09-top-eight-best-practices-for-federal-contact-centers.md",
"filepath" :"news/2014/01/2014-01-09-top-eight-best-practices-for-federal-contact-centers.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2014/01/2014-01-09-top-eight-best-practices-for-federal-contact-centers.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2014/01/2014-01-09-top-eight-best-practices-for-federal-contact-centers.md","slug" : "top-eight-best-practices-for-federal-contact-centers","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2014/01/09/top-eight-best-practices-for-federal-contact-centers/"
},{"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" : "2013-10-28T05:19:56-0500","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",
"filepath" :"news/2013/10/2013-10-28-federal-contact-center-regulations-and-directives.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/10/2013-10-28-federal-contact-center-regulations-and-directives.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/10/2013-10-28-federal-contact-center-regulations-and-directives.md","slug" : "federal-contact-center-regulations-and-directives","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/10/28/federal-contact-center-regulations-and-directives/"
},{"title" :"National Contact Center\u0026#8217;s Text Message Program","summary" : "Mobile Gov Experiences are agency stories about creating anytime, anywhere, any device government services and info. This entry is a story shared by GSA’s Office of Citizen Services & Innovative Technologies, Contact Center Services Division. The National Contact Center’s Text Message Program The","date" : "2012-05-12T14:22:22-0500","date_modified" : "2025-01-27T19:42:55-05:00","topics" : {
"contact-centers" : "Contact centers",
"mobile" : "Mobile"
},"branch" : "bc-archive-content-3",
"filename" :"2012-05-12-national-contact-centers-text-message-program.md",
"filepath" :"news/2012/05/2012-05-12-national-contact-centers-text-message-program.md",
"filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2012/05/2012-05-12-national-contact-centers-text-message-program.md",
"editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2012/05/2012-05-12-national-contact-centers-text-message-program.md","slug" : "national-contact-centers-text-message-program","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2012/05/12/national-contact-centers-text-message-program/"
}]
}