ICYMI: Contact Center Case Studies - Governments Learn Best from Other Governments

In this episode, panelists from various government sectors discuss the critical importance of contact centers and share their experiences, challenges, and strategies for improving service delivery. The discussion includes insights into the role of technology, automation, and human factors in transforming contact centers. Key topics covered include the importance of simplicity, measuring the right metrics, leveraging AI, and fostering inter-agency collaboration. The discussion also highlights the rapid adaptations during the COVID-19 pandemic and the ongoing efforts to enhance customer experience in public.

Facilitator: Martha Dorris, Dorris Consulting International,Moderator: Meghan Daly, Former Federal DirectorPanelists: Gundeep Ahluwalia, EVP & Chief Innovation Officer, NuAxisMia Jordan, Industry Advisor and Digital Transformation SME, SalesforceMarcellus Walker Jr., Acting Deputy Director of Operations, Office of Unified Communications, DC GovernmentTenesia Wells, Deputy Director, Department of Emergency and Customer Communications, Alexandria VA Government 

Subscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on LinkedIn or visit http://www.actiac.org.Learn more about membership at https://www.actiac.org/join.Donate to ACT-IAC at https://actiac.org/donate. Intro/Outro Music: See a Brighter Day/Gloria TellsCourtesy of Epidemic Sound(Episodes 1-159: Intro/Outro Music: Focal Point/Young CommunityCourtesy of Epidemic Sound)