Overview

October 29

Watch Now

There has never been a better time to modernize your organization’s contact center. Call volumes are increasing as more citizens seek information, apply for benefits and conduct other vital transactions with state and local government agencies. Cloud-hosted contact center solutions incorporating powerful new technologies like artificial intelligence, workforce optimization, robust digital and self-service channels enable government contact centers to handle spiking workloads while delivering better experiences and outcomes for citizens.
 
Join us Oct. 29 at 11am PST/2pm EST to learn how your organization can evolve its contact center operations. Former local government CIOs Otto Doll and Mike Goetz sit down with call center expert Brian Mistretta from NICE inContact to explore how call center modernization can drive new internal efficiencies and meet evolving citizen expectations around choice and fast resolution. Register now to:
 
-- Hear best practices for modernizing legacy on-premises contact center technology
-- Find out how tools like workforce optimization can provide new insights on contact center performance
-- See how artificial intelligence can be used effectively – and where to avoid it
-- Learn how citizen preferences are evolving and what that means for the future of call center operations

Speakers

Michael W. Goetz headshot

Michael W. Goetz

Senior Fellow, Center for Digital Government

Mike has 40 years of experience in the field of information technology.  For 19 years he worked in the private sector in the telecommunications and banking industries, holding management responsibilities in all aspects of information technology – including operations, business process reengineering, IT service management, disaster recovery, and financial management.  He then moved to public service, serving for 21 years as the Chief Information Officer and Director of Information Technology for the City of Lynchburg, Virginia.  In this position, Mike was responsible for all aspects of information technology support to the City.  He is also a past president of the Virginia Local Government Information Technology Executives (VaLGITE). Mike holds a Bachelor of Science degree in Business Management from Virginia Tech.  He also has a Master of Administrative Science degree from Johns Hopkins University, with a concentration in business information systems.

Brian Mistretta headshot

Brian Mistretta

Director of Product Marketing, NICE inContact

Brian Mistretta is NICE inContact’s Director of Product Marketing and leads the company’s Federal State and Local Government Marketing efforts.  Mistretta has spent his career marketing both business to business and business to consumer technology solutions and brings a strong focus on delivering exceptional experience between agencies and their constituents.

Otto Doll headshot

Otto Doll — Moderator

Senior Fellow, Center for Digital Government

As the Minneapolis CIO for seven-plus years, Mr. Doll was responsible for all City IT services. Formerly South Dakota's CIO for 15 years with responsibility for all state government computing, telecommunications, state radio, and public broadcasting. While with IT research firms, Mr. Doll has advised Fortune 1000, Federal, State, and Local Government CIOs on information technology assessment and alignment to business needs. He has served as a Director with the United States General Services Administration, developing information technology strategic plans and oversight policy. Mr. Doll received his Computer Science degree from Virginia Tech and is a Senior Executive Fellow of the Kennedy School of Government, Harvard University. He is a past President of NASCIO — a national organization of state CIOs. He also is a past President of the Metropolitan Information Exchange (MIX) — a national organization of city and county CIOs. Mr. Doll was named to Government Technology's Top 25 Doers, Dreamers and Drivers.

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