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White Paper: New Government Agency Contact Center
Overview
People communicate with government agencies in many ways. They call. They send email. They visit a website. That’s why agencies try to make each communication channel as effective as possible.
But it has become critical to manage these channels in a more integrated way. That’s because people now use phone, email, and the web interchangeably. They send emails about problems they already discussed with someone by phone. They visit websites to double-check information they received via email. To meet the needs of their channel-hopping constituencies, agencies must therefore manage communication across all channels in a common manner.
Cross-channel contact center solutions enable agencies to provide more responsive service, support more programs, and deliver consistently accurate information—within existing resource constraints. That’s because an integrated approach makes each channel become more efficient and, over time, drives more and more interactions to most efficient and scalable channel: the web.
Agencies that fail to adopt this integrated approach suffer. It will be harder for them to handle their growing communication workloads. The information they provide will be inconsistent from channel to channel. Frontline staff will have to spend time repeatedly answering the same redundant questions over and over. And more expert staff members will continually get pulled away from their primary responsibilities to help out when more difficult questions are asked.
Fortunately, it’s not difficult to implement an integrated cross-channel contact center. Private-sector companies have already done so in large numbers and are now enjoying the benefits. Their successes serve as a model for public-sector organizations seeking to deliver better service at a substantially lower cost-per-interaction.
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