When most people hear “Interactive Voice Response”, or IVR, they picture standard automated phone menus: calling a customer service line, listening to a monotone prompt, and pressing “1” for billing. Because of this, voice automation gets a bit of a bad rap. But behind those…
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The combination of human expertise and artificial intelligence within public sector customer service represents a shift from a historically slow, rigid system to an agile, citizen-centric ecosystem. Government contact centers are uniquely burdened by unpredictable volume spikes, driven by anything from an election cycle to…
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Providing a modern customer service experience is a fundamental necessity for government housing authorities because it directly impacts the dignity and stability of the residents they serve. For many individuals, the housing authority is the primary “front door” to essential services, and a streamlined, digital-first…
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If you’re a government employee, you’ve probably been using the same software and technical tools for several years. This is typical, due to the lengthy procurement process, combined with a need to source only proven, secure, and reliable software and cloud services. Plus, change is…
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Outsourcing customer service is a common strategic move for public transit agencies looking to improve rider experiences while managing tight budgets. While the core mission of a transit agency is moving people, the specialized nature of modern customer service channels (social media, 24/7 chat support,…
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In 2026, customer experience will need to be felt by more than product or service experience. Customers aren’t comparing product VS product; they’re comparing their overall experiences with an organization. Meeting those expectations means scaling up technology to match the new demand with a new…
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Picture this: You own a car wash and a customer’s car was unfortunately damaged in the wash. The angry customer snaps a photo of their car and posts it on social media. Now, a single customer complaint on Facebook reached 10,000 views overnight… yikes! CX…
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Improving supervision in contact centers is crucial for ensuring quality service and customer satisfaction. That’s why contact centers everywhere are working to integrate AI-driven systems to improve operations, enhance decision-making, and elevate both customer satisfaction and employee experiences. Managers and supervisors will be the ones…
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Organizations everywhere know what it’s like to have their customer service teams be overwhelmed with calls and queries, wishing they had more agents available. Because these times of stress aren’t always predictable, it’s not cost effective to have more agents than needed in the slower…
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The dawn of the 21st century has witnessed a technological revolution that has reshaped human interaction. One of the most remarkable predictions of the past (pictured here), the notion of “the telephone will be carried about by the individual, perhaps as we carry a watch…
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