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Innovation in Government
The pandemic forced government contact centers to modify how they provide services. Ivory Dugar, senior solutions consultant at Genesys, answers the equipment and workforce optimization questions that are top-of-mind for agencies that extend operations to remote agents.
Chad Cole, Director of Solution Consulting for North American Public Sector at Genesys, says modernization can improve the contact center experience for callers and the agents who serve them.
Dave York, Senior Vice President of U.S. Public Sector for Genesys, explains how agencies can improve their delivery of services to citizens by taking an omni-channel approach to digital modernization.