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Evolve for Government: Future-proof the Citizen Experience: How the Pandemic Provides an Opportunity to Become More Citizen-centric

The COVID-19 pandemic placed a huge burden on government agencies, especially those that suddenly faced skyrocketing call volumes. Meanwhile, the rapid acceleration to remote work upended the norms in the traditionally brick-and-mortar call center environment. This unexpected shift may have exposed gaps in how prepared agencies are to manage a sudden surge in demand, but it also presents an opportunity to consider what future contact centers could look like.

Join our TTEC government experts, Amber Rosebaugh and Jim Ziaja, as well as Rosetta Carrington Lue, Director of Industry Principal State & Local Government at Pega, as they examine how government agencies can modernize call centers to make them more resilient and scalable and improve the citizen experience in the “new normal.” They’ll discuss:

  • How a modern call center can help you better adjust to and manage sudden surges in call volumes
  • How to connect with citizens where and how they want, and enable your agency to demonstrate empathy through proactive outreach
  • Case study examples of jurisdictions that are gradually modernizing call centers to become more efficient, while enabling employees to interact with citizens quickly and efficiently from a remote environment and efficiently from a remote environment


Herausforderung: Geschäftsagilität Herausforderung: Modernisierung von Unternehmen Industry: Behörden und Ämter Thema: Digitale Transformation

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