In this episode of “The CX Tipping Point Podcast,” Martha Dorris talked to Evan Davis, a Senior Vice President at Maximus Federal about “The Importance of Contact Centers in Delivering Excellent, Equitable, and Secure Federal Services.” Contact centers are the hub of digital services and one of the best ways to assess what’s on the mind of your customers and what the reasons for their interactions were. In many instances, when someone contacts the contact center, it’s after trying to solve their problem online or through other options. Therefore, they may be at a very vulnerable time in their lives. Evan shared the important role that contact centers have in delivering equitable and inclusive services that meet the needs of underserved communities. He also shared how Maximus Federal trains their staff to be empathetic with their customers they are interacting with on behalf of government agencies.
COVID has exposed numerous gaps in the operations of contact centers. The public wants answers to their questions that are consistent across channels. Employees may need information as well. Evan shared how organizations can ensure that the information they deliver is consistent. During COVID, many agencies migrated their contact center staff to remote work when they didn’t believe it would ever be permitted. Learn how Maximus Federal worked with agencies to migrate their contact center staff to remote work at many of the most important services in the country.
How will contact centers operate in the future? The contact center of the future needs to be considered as agencies are creating their digital services strategies.
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