In the wake of the pandemic, contact centers across the globe have gone through big changes that were reactive in nature and difficult to make. These kinds of quick, ad hoc reactions can get the job done, but may also lead to team burnout and missed opportunities. The crisis has given a new opportunity to reflect, reassess and rethink the way public sector contact centers connect with citizens, to better prepare us for what is coming next. Creating built-in adaptability prepares your agency and your team to be ready for anything: Ready to drive agility and performance across your workforce strategy, operational monitoring, and service model; ready to conquer surprise disruptions; and ready to execute your agency’s mission.
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