Cross-channel citizen care: Overcoming contact center challenges

With the average, overall satisfaction rate for digital government contact centers being 66%, it has become clear that agencies and organizations need to step up their game when it comes to the citizen experience.

However, when these citizens say that they believe they’re 29% less likely to have their issue resolved when dealing with an interactive voice response (IVR) instead of speaking directly to an agent, automation may not be the answer. So, what is?

Dig into this guide to gain more insight into the current government contact center landscape and discover how you can improve the contact center experience for all involved.

Vendor:: Intervision
Posted:: May 28, 2024
Published:: May 28, 2024
Format:: PDF
Type:: White Paper

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