Citizen Service - Customer Service Success Stories from the Government Sector

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Citizens today demand responsiveness from their governments. The increase in popularity of online channels has made it crucial for governments to expand their citizen services beyond traditional channels such as phone, paper, and face-to-face interactions to e-channels such as email, chat, web self-service and web collaboration. At the same time, government entities are facing decreasing contact center budgets in the face of ballooning budget deficits. Through the use of case studies, this paper describes how government institutions can provide highly effective and efficient citizen service while reducing incoming calls, improving agent productivity and keeping costs down.


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