Connecting Citizens to Services
Citizen demands to access government services are rising through a plethora of new channels amid budgetary pressure. Find out how you can take nine steps to develop a roadmap to citizen engagement transformation.
Are Your Citizen Interactions
Operating at Peak Performance?
Enhance citizen experience, reduce cost and increase productivity by deploying engagement tools, monitoring performance and injecting mobility in your Contact Center.
Reducing the cost of buildings and infrastructure while providing a seamless citizen experience demands new operational models. Find out what you could save by introducing mobile agents, intelligent interaction routing and citizen self service.
Social Media in the Contact Center
You have to be where the conversation is happening. For citizen interactions, treating the new digital and social channels with the same finesse and efficiency as traditional channels is now not just ‘nice to have’ – it’s essential.
Managing Citizen Engagement
Many citizen interactions require multiple contacts to address the same issue. Queries need to be resolved at first point of contact to increase citizen satisfaction, and to avoid the cost of multiple contacts, call backs or escalations.
Mobility in the Contact Center
Government officials are increasingly on the move – working remotely and serving citizens using multiple devices. Supervisors seek to manage their remote teams. Citizen contact has become mobile and traditional contact channels are no longer enough.