“At the 930gov Conference, several government contact centers, from city-level to federal, discussed how digital transformation is being applied to improve the experience for users of their services.”
“At the Department of Veterans Affairs, for instance, the challenge is vast. Rosetta Lue, the VA Senior Advisor, Contact Center Modernization, said the department originally thought it had 275 contact centers, with more than a thousand phone numbers veterans and their families might call. “We did an analysis,” she said. “We actually had over 1,800 contact centers [handling] over four million calls a year.”
“Lue said the department is focusing this year on…” Read the full article here.
Source: Bringing DX to Government Contact Centers: Improving Customer Experience Key Goal for Department of Veterans Affairs – By Patience Wait, October 10, 2018. Government Technology Insider.