government
April 18 Is Tax Day. Here’s How The IRS Is Overhauling Its Customer Service Right Now
April 18 by Wandy Felicita OrtizThe risk–and potential reward–of filing your taxes is what makes the IRS one of the most highly respected (and feared) agencies of the United States government; it’s also one of the worst when it come...
Customer Experience Improvement Begins with Complaints
November 18 by Jason PriceOrganisations in both the private and public sectors are continually on the lookout for new ways to balance the challenge of improving customer service whilst containing, or reducing, costs. Wheth...
Obama Rips Outsourcing in State of Union; What's the Foreign Call Center Reaction?
January 25 by Brian CantorOutsourcers are a common political target for those trying to court the everyday American, and in the final State of the Union of his term, US President Barack Obama delivered a firm call to create...
Government Succeeds with Social Media, Customer Satisfaction…And Why It’s So Important
November 04 by Brian CantorIt might be popular, especially in professional circles, to highlight the federal government’s shortcomings, but as far as its online engagement strategies go, the various federal agencies con...
Can Your Call Center Resolve Challenging Calls With Simple Solutions?
September 27 by CCW Digital Editor"Public" and "private" may be polar opposites to those in the business community, but from a call center perspective, the difference is not always so severe. Government contact centers, like corpo...
NASA on Call Center Disaster Planning: Do We Have a Problem, Houston?
September 23 by CCW Digital EditorWhether a small government institution or a Fortune 500 company, all customer-facing organizations are at risk in the event of a disaster. For NASA, that situation is even more dire because the "d...
Decision Is Not Action: Meaningful Steps For Overcoming the US Debt Crisis
August 09 by Customer Management IQEditor's Note: This is a guest commentary from IQPC's in-house Peter F. Drucker scholar, contextualizing how Drucker would evaluate the ongoing US deficit challenge. It does not reflect the views...
The Wisconsin Problem: What Customer Service Managers Can Learn from the Union Controversy
March 25 by Gina ScanlonI may be missing something, but isn't the government supposed to work for the people, just as the Contact Center is supposed serve the customer to the best of its ability? The parallel got me thinki...
Leveraging Partnerships with the Private Sector to Improve Operations
January 31 by CCW Digital EditorRosetta Carrington Lue, Deputy Managing Director of Philadelphia's 311 Call Center, discusses how collaborating with the private sector when working in a government-oriented call center environment...
Doing More with Less: Optimizing Your Call Center
January 18 by CCW Digital EditorBob Carter, General Manager and Vice President of Federal Operations for Vivisimo, gives a keynote presentation at IQPC's 2010 Government Contact Center Summit in Washington D.C. Carter discusses ho...
Tips from 311's Frontlines
November 19 by CCW Digital EditorExecutive Director of 311NYC's call center, Joseph Morrisroe, and 311 City of Philadelphia's Deputy Director, Rosetta Carrington Lue, speaks with CMIQ Editor Gina Scanlon at the International Contac...
CFI Group's Sheri Teodoru on Onshoring and Contact Center Satisfaction
September 29 by CCW Digital EditorSheri Teodoru, CEO of CFI Group, discusses onshoring trends, working with the government, the Contact Center Satisfaction Index, and women in leadership at the 11th Annual Call Center Week in Las Ve...