Making Contact Count: Cloud-based contact centers can jump start citizen engagement

When a federal agency moves from an on-premises contact center to a cloud-based operation, citizens are more likely to experience fast service, informed representatives, short hold times and speedy resolution of their problems – hallmarks of interactions with private-sector companies that tend to drive citizen satisfaction. Research shows that resolving citizens’ issues on first contact increases satisfaction by 28 percent, and finding resolution within 15 minutes raises satisfaction 18 percent.

Learn more contact center solutions in this complimentary thought leadership whitepaper.

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