The contact center is one of the most important touch points for citizens and residents anywhere. Whether searching for information, sharing information, or searching for assistance –well apportioned and reliable contact centers are key to effective and efficient government.
As the recent year has brought about new challenges, and allowed older ones to resurface, the role and responsiveness of governments of all levels has taken on increased importance. While shifting to remote work models has been challenging across the board –contact centers are unique –with a unique role and challenges to overcome. With those challenges, however, comes opportunity.
Our nation is faced with mounting crises ranging from COVID-19 to climate change, from societal injustice to economic inequality–the role that contact centers play are allowing for more in-depth and valuable communication with residents and citizens.
How society communicates has changed however –and it’s imperative that contact centers maintain pace with that change. With additional digital technologies supporting the mission and a reassessment of the key skills that contact center Agents should bring to the table; those changes are causing contact center leaders to drive change at an unexpected pace.
Public Sector Network’s Contact Center Innovation Virtual Event will help shed light on the evolving landscape of public sector contact centers; what we can learn from the private sector and how focusing on citizen experience will help to facilitate our broader mission to the public.
Deputy Director at Contact Center – West,
U.S. Citizenship and Immigration Services
Dr. Lynda Davis
Former – Chief Veteran’s Experience Officer
US Department of Veteran’s Affairs
Danielle W. Barnes
Executive Director, Markets & Business Development, EY & Former
Commissioner, Tennessee Dept. of Human Services (TDHS)
Oswaldo Mestre Jr.
Chief Service Officer & Director of Citizen Services,
City of Buffalo, NY
Group Vice President, Public Sector,
RPA Product Owner/Senior Digital Process Architect,
Maximus Automation Anywhere
Principal and National Director of EY Workforce Advisory Tax Services and Employment Taxes,
12:00pm ET / 9:00am PT
PSN Welcome and Opening
12:05pm ET / 9:05am PT
Chair Opening: Exploring the Future of the Contact Center in 2021 & Beyond
12:20pm ET / 9:20am PT
Government Keynote Fireside Chat: Reframing the Role of the Contact Center through the Lens of Customer/Citizen Experience
12:40pm ET / 9:40am PT
Panel Session: Supporting the Mission: Leveraging the Contact Center to Drive & Further Organizational Initiatives
1:15pm ET / 10:15am PT
1:20pm ET / 10:20am PT
Partner Session: Improving Citizen Experience: RPA for Contact Center Innovation
1:35pm ET / 10:35am PT
Government Case Study: Shifting to a Remote Contact Center: Exploring Successes in the Age of COVID-19
1:50pm ET / 10:50am PT
Closing Remarks from Chair / End of Session