Better with Bots: Automating Your Contact Center

Do you know how many citizens feel dissatisfied and frustrated after engaging with your customer service center? Are citizens and agency staff waiting long enough to wonder why things take so long? Are your first contact resolution numbers low and do you pay the cost of escalation to Tier II because Tier I is pressured to get off the phone? Citizen contact centers, help desk, service desk, customer service centers, and call centers share the same success metrics and can share the same solution to improve citizen and employee satisfaction through automation.

During this webinar Jim Walker, Michael Cole, and Bill Daniels addressed:

• How and why pathfinders in government started their journey towards a fully automated customer service center
• Lessons learned by GDIT during successful State and Federal customer service center modernization
• Why progressing toward a zero-touch customer experience to reduce call volume by 50% and improve first contact resolution is a mission imperative
• How the fully automated customer service center takes the robot out of your contact center agents while reducing training time, error rates, and handling times by as much as 40%