In this episode of The CX Tipping Point Podcast, Martha Dorris speaks with three seasoned federal contact center leaders and one former expert in the field, each bringing years of experience in contact center strategy and operations:
- Meghan Daly, Co-Lead, GSA Contact Center Center of Excellence (CoE)
- Nikki French, Customer Experience Branch Manager, TSA/DHS
- Simchah Suveyke-Bogin, Chief Customer Experience Officer, USDA
- Keith Thurston, Board of Advisors, PSLA
Federal contact centers are critical in delivering simple, seamless, and secure services. As we move toward a "digital-first" approach, contact centers play an increasingly vital role, serving as the next line of support when people encounter challenges online. When users can’t complete a transaction or access the information they need, they turn to contact centers—by calling, emailing, or texting—for help.
Key Topics Discussed:
- GSA's Contact Center Center of Excellence: Insights on its mission, impact, and key lessons learned from its projects.
- Essential Technologies: A look at the technologies that enable more efficient, effective contact center operations.
- Addressing Common Challenges: How agencies tackle workforce challenges, attrition, and the need for flexible scheduling.
- Consolidation and Knowledge Base Benefits: The advantages of a unified contact center and knowledge base in delivering consistent answers across all communication channels.
- Data-Driven Improvements: How contact centers leverage data to enhance the customer experience.
As we strive to provide both the public and federal employees with the efficient, effective experiences they deserve, the role of well-functioning contact centers is more important than ever.
This episode is sponsored by Senture.
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