GovLoop Research Brief – Improving CX in Your Agency Through Contact Center Modernization
There’s a major shift in government to transform the way citizens interact with agencies across a variety of platforms. More specifically, there is a concerted effort to deliver consistent, seamless, and personalized experiences – that improve the customer experience (CX).
Citizens demand intuitive services across voice, social media, chat SMS, and all types of automated self-services. Genesys and GovLoop surveyed government employees to better understand agencies’ top customer experience (CX) challenges and what benefits they hope to gain from efforts such as contact center modernization.
This report shares insights on:
- The top CX challenges in government
- How to prioritize CX when budgets are tight
- How contact center modernization can help improve CX at your agency