Stay Ahead of the Surge: What Government Contact Centers Need to Know

When the unexpected happens, call volumes surge as citizens search for answers that are consistent and incisive. Traditional contact centers are ill-prepared for sudden volume spikes at a time when there have also been pandemic response costs, a loss of tax revenue, budget cuts, and other economic headwinds.

There is a better way to cost-effectively manage surge demand and other incidents that call for the flexibility to provide targeted resources at the right time. This white paper outlines proven strategies and solutions for managing surge volume with a strategic balance of technology and people. It also highlights real-world examples of government organizations that optimized processes to handle surge events with fewer team members at reduced costs while improving the citizen experience.

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