By MaryAnn Monroe, Director of Customer Experience, HighPoint Global Since 1985, the first week in May has been designated as Public Service Recognition Week (PSRW). While we should appreciate and…
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Contact Centers Should Be at the Center of Digital Omnichannel Communication Strategies
Best practices in communicating with citizens these days rely on omnichannel strategies. This involves understanding customer behaviors and anticipating needs (e.g., what problems they’re trying to solve, what their primary…
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Breaking Down Silos for Better Citizen Experience
Digital service integration is a top goal for many government agencies. Citizen expectations of digital services are based on the smooth interaction they have with commercial entities like their…