Contact Centers

Government contact centers are centralized hubs for the public to access information, request services, and receive assistance.

More News and Events on Contact Centers

34 posts

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
Feb 03, 2015

DigitalGov University 2015 Training Watch

Performance Analytics for Social Media Decision Making. Creating Adaptive Content. Usability Testing. These are just some of the areas of programming we are putting together. After taking a look at the most widely attended events in 2014, we decided to gather ideas we received from community and program leads for our 2015 events lineup through
Jan 28, 2015
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
Jan 12, 2015

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
Jul 28, 2014

Improving Contact Center Performance with Contract Incentives: Dos and Don’ts

“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.
May 01, 2014

Customer Satisfaction: Innovating with Lack of Resources

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
Apr 21, 2014

Three Concepts for Excellence in Contact Centers

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
Jan 10, 2014

Federal Contact Center Regulations & 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
Oct 28, 2013

National Contact Center’s Text Message Program

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
May 12, 2012