There’s a major shift in government to transform the way citizens interact with agencies across a variety of platforms. More specifically, there is a concerted effort to deliver consistent, seamless, and personalized experiences – that improve the customer experience (CX).
Citizens demand intuitive services across voice, social media, chat SMS, and all types of automated self- services. Genesys and GovLoop surveyed government employees to better understand agencies’ top customer experience (CX) challenges and what benefits they hope to gain from efforts such as contact center modernization.
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