Helps improve contact center delivery services and customer interactions.
The Contact Center CoE is improving external-facing contact centers at customer agencies. Through conducting best practice research, the Contact Center CoE is developing a data-driven strategy, leveraging proven practices and lessons learned from both the public and private sector. The goal of the Contact Center CoE is to establish a repeatable methodology to help agencies improve how they deliver services and interact with their citizens.
- Workflow documentation support
- Knowledge management strategy development
- Future state visioning support
- Tailored best practice research
- Contact center maturity assessment
The Contact Center team developed a set of services, based on industry and government best practices, to help agencies successfully address their contact center challenges. They conduct:
- current state assessments
- best practices research
- future visioning support
The Contact Center is often the first point of contact between organizations and customers. As such, Contact Center interactions have lasting impacts on customer experience. In order to improve the customer experience and ultimately the relationship with customers, many organizations look toward optimizing their Contact Center.
A Contact Center is the bridge between your organization and your customers. Empathizing with your customers and resolving their issues in a timely and effective manner are crucial to an organization’s success. Studies have shown that positive customer experiences drive enhanced/or improved outcomes for businesses and governmental organizations alike, with promising results in metrics such as increased customer trust in the organization. From a customer experience standpoint, here are 4 tips for measuring the success of your organization’s Contact Center performance:
1) Capture simple and straightforward metrics on Customer Experience by calculating a Customer Satisfaction Score. A quick survey with a 1-5 satisfaction ranking scale is the easiest way to collect high-level customer feedback. A survey also provides a starting point for identifying areas for improvement. Contact Centers should ideally strive to achieve 4 or 5 ratings on 90% of their customer interactions.