Improving Customer Experience in the Wake of COVID-19
As COVID-19 cases spread across the country, many government agencies and private-sector entities were caught off guard by the flood of inbound calls from anxious customers. News stories and social media posts described widespread frustration as hold times ballooned into the hours or days to schedule a COVID-19 test appointment, to inquire about small business grants, or to file for unemployment benefits.
These overwhelmed state and local government agencies serve as a cautionary tale for federal agencies—both in the near future, as customers inquire about CARES Act benefits (and possible future stimulus measures), for example, and longer term, as agencies look to increase call center resilience and performance in the face of subsequent COVID-19 outbreaks. These moments of crisis offer Federal agencies an opportunity to provide an experience that bolsters customers’ confidence in their government.
Beyond expanding physical capacity, agencies can take other steps that will reduce wait times, optimize operational efficiency, improve customer experience, and strengthen fraud mitigation efforts.
Join us for this webcast to gain perspective from the government customer experience experts that will share practical tools for successfully identifying and serving government customers efficiently and effectively.
- Barbara Morton, Deputy Veterans Experience Officer, Department of Veterans Affairs
- MaryAnn Monroe, Director of Customer Experience, HighPoint Global, former Director Customer Experience, USA.Gov Office of Citizen Services, GSA and Program Director, Cancer Information Service, National Cancer Institue, NIH
- Rick Parrish, Vice President, Principal Analyst, Forrester, former Intelligence Analyst and Manager, Central Intelligence Agency
- Scott Straub, Public Sector Lead, Risk Markets, Neustar, Moderator, former Senior Business Analyst, Team Lead, US Department of the Treasury