Shows
The Buzz with ACT-IACICYMI: Contact Center Case Studies - Governments Learn Best from Other GovernmentsIn this episode, panelists from various government sectors discuss the critical importance of contact centers and share their experiences, challenges, and strategies for improving service delivery. The discussion includes insights into the role of technology, automation, and human factors in transforming contact centers. Key topics covered include the importance of simplicity, measuring the right metrics, leveraging AI, and fostering inter-agency collaboration. The discussion also highlights the rapid adaptations during the COVID-19 pandemic and the ongoing efforts to enhance customer experience in public.Facilitator: Martha Dorris, Dorris Consulting International,Moderator: Meghan Daly, Former Federal DirectorPanelists...2025-06-0538 min
The CX Tipping Point®EP 51 - Insights from Government Contact Center Leaders ft Meghan Daly, Nikki French, Simchah Suveyke-Bogin & Keith ThurstonIn this episode of The CX Tipping Point Podcast, Martha Dorris speaks with three seasoned federal contact center leaders and one former expert in the field, each bringing years of experience in contact center strategy and operations:Meghan Daly, Co-Lead, GSA Contact Center Center of Excellence (CoE)Nikki French, Customer Experience Branch Manager, TSA/DHSSimchah Suveyke-Bogin, Chief Customer Experience Officer, USDAKeith Thurston, Board of Advisors, PSLAFederal contact centers are critical in delivering simple, seamless, and secure services. As we move toward a "digital-first" approach, c...2024-11-121h 03