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Contact Center

Helps improve contact center delivery services and customer interactions.

The Contact Center CoE supports contact center transformation to improve the customer experience and create operational efficiencies at customer agencies. Through providing implementation support and recommendations on best practices, emerging technologies, and contact center shared services, we strive to revitalize the role of contact centers in ensuring timely access to accurate information while maximizing the impact of taxpayer dollars.

Service Offerings

  • Contact center operations assessment
  • Future state vision and roadmap
  • Tailored best practice and market research
  • Strategy development and implementation for customer relationship and knowledge management systems, telephony, operational workflows, quality programs, training programs, and workforce management
  • Innovations: test and learn pilots

Service Catalog

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 provide:

  • Current state assessments
  • Best practices research
  • Future visioning support
  • Implementation support

Latest Updates

August 19, 2019

5 Key Components of Contact Center Performance

By the Contact Center - Center of Excellence Team

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May 28, 2019

How to Measure Contact Center Performance

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.

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May 18, 2018

Tell Sonny Initiative

On April 3, 2018, USDA Secretary Sonny Perdue launched his second “Backed to Our Roots” RV Tour across the country.

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