Overview

October 24
11AM PT, 2PM ET

Watch Now

Recently, agencies have focused on making it easier to do business with government by improving the digital experience for their employees and citizens. Many have done this by moving to a cloud contact center, expanding communications channels and making these services available 24/7. But now that these changes have been made, how do agencies ensure the customer experience is actually improving?

On Oct. 24 at 11am PT/2pm ET, Government Technology is hosting an interactive and informative discussion on how a workforce optimization solution allows governments to monitor and manage the customer journey to ensure an optimal experience. Register now for this hour-long webcast where we will answer questions like:

  • How do I identify what’s working – and what’s not -- when it comes to customer experience?
  • How do I ensure my call center agents are performing and are monitoring the right digital channels?
  • How can I use my workforce optimization data to make immediate changes to the customer journey?

Speakers

Bob Woolley

Bob Woolley — Moderator

Senior Fellow, Center for Digital Government

Otto Doll

Otto Doll

Former CIO, South Dakota and Senior Fellow, Center for Digital Government

Chad Pritchard

Chad Pritchard

Product and Practices Subject Matter Expert, NICE inContact