ICYMI: Contact Center Case Studies - Governments Learn Best from Other Governments

In this episode, panelists from various government sectors discuss the critical importance of contact centers and share their experiences, challenges, and strategies for improving service delivery. The discussion includes insights into the role of technology, automation, and human factors in transforming contact centers. Key topics covered include the importance of simplicity, measuring the right metrics, leveraging AI, and fostering inter-agency collaboration. The discussion also highlights the rapid adaptations during the COVID-19 pandemic and the ongoing efforts to enhance customer experience in public.

Facilitator: Martha Dorris, Dorris Consulting International,
Moderator: Meghan Daly, Former Federal Director
Panelists: Gundeep Ahluwalia, EVP & Chief Innovation Officer, NuAxis
Mia Jordan, Industry Advisor and Digital Transformation SME, Salesforce
Marcellus Walker Jr., Acting Deputy Director of Operations, Office of Unified Communications, DC Government
Tenesia Wells, Deputy Director, Department of Emergency and Customer Communications, Alexandria VA Government 

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Intro/Outro Music: See a Brighter Day/Gloria Tells
Courtesy of Epidemic Sound

(Episodes 1-159: Intro/Outro Music: Focal Point/Young Community
Courtesy of Epidemic Sound)

Chapters

• 0:00 Introduction and Opening Remarks
• 1:09 Diving into Government Service Challenges
• 2:43 Panelist Introductions
• 4:14 Role of Contact Centers in Service Delivery
• 10:40 Best Practices in 311 Systems
• 19:59 Overcoming Challenges During the Pandemic
• 29:27 Innovations and Future Directions
• 35:43 Q&A and Closing Remarks