Streamlining Customer Service with Integrated Communications
Jim McDonald, Executive Consultant, Contact Center Design, Cisco
For organizations to deliver effective customer service, it is essential that their customer contact solutions complement and support their native business and mission objectives. This premise is as true for government customer service operations as it is in the largest most complex commercial enterprises. To realize a contact center’s potential - in terms of resources, customer satisfaction, and employee retention--managers must understand the relationships between their business practices, the technologies they employ, and how these mandates, staff skills, and infrastructure combine to offer the best customer-facing business practices. Join this session to learn from a recognized contact center expert on how to evaluate and evolve your customer service organization with practical, actionable steps that will lead to measurable results.
Length - 27:24 | Email to a Colleague
Government Customer Service Study: Evaluating Challenges and Exceeding Expectations
Lisa Dezzutti, President, Market Connections, Inc.
Market Connections will share the results of a brand new independent study of government customer service professionals and decision makers. See how government professionals rate their agencies’ customer service performance, their perceived challenges, and gaps between service priorities and performance. Plus, learn how agencies are using new technology to deliver customer service. All attendees will receive the Executive Summary Report, as well as a copy of the full presentation.
Length - 10:12 | Email to a Colleague
The Federal Customer Experience: Engaging Our Citizens
DeMille Lisa, Manager, Solutions Consulting, RightNow Technologies
Citizens want to receive more detailed information easier and faster than ever before, and the Federal Government has a long way to go when it comes to improving citizen experience. These are conclusions drawn by two recent studies commissioned by RightNow Technologies, which highlight citizens’ perceptions of current government/citizen engagement initiatives and what they think agencies should do to advance these efforts. Join this presentation to learn 1) What citizens expect from agencies in terms of efficiency, transparency and collaboration; 2) how cloud-based technologies and citizen-centric software solutions can engage citizens and establish more efficient, transparent government processes; and 3) how agencies can get ahead of OMB's mandates and make their customer service operations better through cloud-based technology deployments.
Length - 27:06 | Email to a Colleague
Customer Service Best Practices from 1-800-Medicare
James Gordon, Vice President, Health Solutions, Vangent
This session will cover how the 1-800-Medicare operation, a contact center outsourced by the government, offers benefit information to 45 million Medicare beneficiaries. Over six years of exponential growth, an aggressive program focused on continuous quality improvement and modernization has been the foundation to improve customer service levels, streamline workforce management processes, increase agent retention, and improve quality scores. Attendees will see how innovative thinking and practical strategies may be replicated and applied for sustainable and excellent customer service in their organizations.
Length - 19:28 | Email to a Colleague