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Latest Updates

Every month, our team posts updates on our work, best practices or progress. Please visit this page often to see the latest information on the Centers of Excellence.

August 19, 2019 CONTACT CENTER

5 Key Components of Contact Center Performance

August 05, 2019 CLOUD ADOPTION

Intelligent Data Extraction Enables Agencies to Shift from Analog to Digital

July 23, 2019 CUSTOMER EXPERIENCE

Using CX to Help New Producers Fund Their Farms

July 12, 2019 DATA ANALYTICS

Using USDA Datasets to Address Water Management Challenges at the IoT World Hackathon

July 10, 2019 CENTERS OF EXCELLENCE

CoE Releases Request for Information for OPM

June 25, 2019 DATA ANALYTICS

The OCDO, Coming to an Agency Near You

May 28, 2019 CONTACT CENTER

How to Measure Contact Center Performance

May 08, 2019 DATA ANALYTICS

Becoming A More Fact-Based and Data-Driven Organization

May 01, 2019 CUSTOMER EXPERIENCE

How Do You Use a Journey Map?

April 24, 2019 CUSTOMER EXPERIENCE

How Do You Read a Journey Map?

April 17, 2019 CUSTOMER EXPERIENCE

What Is a Customer Journey Map?

April 10, 2019 CUSTOMER EXPERIENCE

How Customer Experience (CX) Can Help Your Agency

March 27, 2019 CUSTOMER EXPERIENCE

An Overview of the Customer Experience (CX) CoE Activities and Progress at USDA

March 14, 2019 CENTERS OF EXCELLENCE

CoE's New RFQ Reflects Industry Feedback

January 31, 2019 CENTERS OF EXCELLENCE

GSA Seeking Feedback on Next Iteration of Acquisition Strategy for Centers of Excellence

October 16, 2018

IT Modernization Centers of Excellence Case Study

September 25, 2018

GSA, HUD Partner In Centers of Excellence Initiative

September 18, 2018 CUSTOMER EXPERIENCE

CX Strategy: Customer Service and Customer Experience - What's the Difference?

August 20, 2018 DATA ANALYTICS

REE Key Performance Indicators Development

August 17, 2018 CUSTOMER EXPERIENCE

Customer Journey Analysis for the USDA Direct Farm Loans Program

August 03, 2018 CUSTOMER EXPERIENCE

In the Field for Farm Loans Customer Research

June 09, 2018 CENTERS OF EXCELLENCE

Register for our Phase II Industry Day

June 09, 2018 CLOUD ADOPTION

Looking for a Cloud Adoption Specialist to Join Centers of Excellence

May 23, 2018 CLOUD ADOPTION

Creating a Cloud First Organization

May 22, 2018 CUSTOMER EXPERIENCE

Update from Hollis, Oklahoma

May 21, 2018 DATA ANALYTICS

Tell Sonny Dashboard

May 21, 2018 CUSTOMER EXPERIENCE

Farm Loan Personas

May 18, 2018 CONTACT CENTER

Tell Sonny Initiative

May 17, 2018

18 Data Centers Closed

May 17, 2018 CUSTOMER EXPERIENCE

The Journey Map Process

For all press inquiries, please contact press@gsa.gov