The New Normal: An Agency’s Guide to Contact Tracing and Remote Agents

As government agencies look to reopen safely and responsibly, there are new realities that state and local government contact centers will be forced to address to continue to deliver on their agency’s mission. For starters, the pandemic has forced all agencies to adopt new remote working architectures.

As agencies reopen, new contact center models will emerge as some agents will be remote, while others are on site. Your contact center agents will need to accommodate entire new workloads like contact tracing on top of their core agency missions in order to mitigate the further transmission of the virus. The problem is, most agencies already have a resource issue in their contact centers; how do you accommodate these tectonic shifts, respond quickly to the ground swell of citizen outreach, take on critical new asks like contact tracing while having limited budget to deploy additional resources?

Join NICE inContact as we explore this new reality and discuss best practices for keeping your agents empowered and serving the critical needs of your constituents.

NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.

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