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Contact Center

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.

Service Offerings

  • Workflow documentation support
  • Knowledge management strategy development
  • Future state visioning support
  • Tailored best practice research
  • Contact center maturity assessment

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 conduct:

  • current state assessments
  • best practices research
  • future visioning support

Latest Updates

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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