This year has changed how people think about government services. Although the services themselves have not changed – driver’s licenses, unemployment support and health care, for instance – the way government delivers them may never be the same.

The challenge is that the contact center increased in complexity, with agents now managing multiple channels, including voice, email, chat and even social media. 

In this free report, you'll learn how to navigate this evolving environment.

You'll also explore:

• How to put automation and artificial intelligence to work to help improve the customer experience.
• Best practices for addressing contact center needs.
• Statistics from agencies about their contact center management.