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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The modern power grid is under a level of pressure not seen since the dawn of electrification. The culprit? The explosive growth of AI server farms—digital titans that require massive, unfailing blocks of power to fuel the global AI revolution. For utility providers, this “grid…
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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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Technology is evolving fast with the adoption of AI. Businesses are learning new vocabulary just to keep up with the changes happening in the world of customer service, as terms like “AI,” “virtual agent,” “chatbot,” and “conversational IVR” are thrown around. While all of those…
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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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Court systems and staff are constantly overloaded with cases and paperwork. When defendants don’t show up for their hearings it exacerbates challenges they’re already facing. Comprehensive and timely reminders are essential to efficient court proceedings, according to a recent report. With only 18 states and…
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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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