Citizen Contact Center Transformation

Does fighting legacy systems long past their shelf date increase your workload? Are callers frustrated navigating confusing phone trees that can’t provide the answers they seek? Are agents limited in connecting people with services because they’re dealing with mundane tasks that could be radically simplified?

Making contact is vital. A citizen contact center service platform that gives users multichannel access as well as self-service capabilities is critical to connecting people with services.

Aged infrastructure and limited technology budgets create a gap that keeps many contact centers from taking advantage of improved tools and processes. Meanwhile, constituents expect more and more: They want easy access to resources and services, and they want to make it happen within whatever engagement channel they prefer. Add to that the fact that most government agencies are dealing with an overwhelming increase in need for services, and the problem gets even more complex—and urgent. But not insurmountable.

Tools go underutilized if they’re integrated without first having a clear sense of what stakeholders want and how technology fits into the bigger picture of connecting constituents to services. We’ve helped numerous agencies by implementing class-leading contact center solutions, developing efficient self-service functionality, assisting with helpdesk services, and providing oversight of contact center operations.

Do you have a contact center so functional it dramatically reduces your workload? If not, it’s time to see what’s possible.