Contact Center
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 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
- Current State Assessments
- Tailored Best Practice Research
- Future State Visioning Support
- Implementation Support
- Strategic Planning
Latest Updates
Fifteen Plays of Our Contact Center Approach
By the Contact Center - Center of Excellence
Mystery Shopping to Evaluate Federal Agency Contact Center Performance
By the Contact Center - Center of Excellence Team
5 Key Components of Contact Center Performance
By the Contact Center - Center of Excellence Team
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.
Tell Sonny Initiative
On April 3, 2018, USDA Secretary Sonny Perdue launched his second “Backed to Our Roots” RV Tour across the country.
