Nothing changes behavior faster than a good crisis—or in this case, a pandemic. Despite years of working to improve contact centers and overall customer experience, the surge in demand for services after the outbreak of COVID-19 forced agencies to move quickly to provide help for thousands—and to do so with a largely remote workforce. Using new technology tools, such as automation services and webchat, government agencies at all levels were able to stand up contact centers, manage data and respond quickly.
Learn how the Social Security Administration, the Department of Veterans Affairs and local agencies used new technology to improve their systems and their interactions with customers.
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