ICYMI: How Contact Centers Drive Inclusivity Efforts

This week, The Buzz presents a recording from ACT-IAC's 2021 CX Summit.

The pandemic has increased the public's expectations and the government's drive towards the delivery of digital services to the public and to its employees. This panel discussion focused on some concrete ways that federal agencies have utilized contact centers to reach diverse and underserved audiences, and the impact these centers have had on both employee and customer experience.

Speakers:

• Mary Ann Monroe (Moderator), Senior Director, Customer Engagement Solutions and Services, Maximus
•  Angeline Boey, CDC-INFO Operations Lead, Division of Communication Services, CDC
• Trisha Dang, Deputy Director, Veterans Relationship Management Program Office, VA
• Michelle Morris, Managing Client Partner for Public Sector Customer Experience, Verizon

2021 ACT-IAC Awards: https://www.actiac.org/awards_nomination_form

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Intro/Outro Music: Focal Point/Young Community
Courtesy of Epidemic Sound