Today customers expect your agency to act like a private business – providing fast web self-service, expedient answers via email and the convenience of voice automation so they can quickly get the answers they need. What's more, mandates require you to deliver a growing range of services. Multi-channel customer relationship management solutions are proven to cost effectively improve service levels at all levels of government. Whether an inquiry comes in from a citizen, a vendor, an employee, a soldier or an agent, you can ensure that customer receives accurate, relevant and up-to-date information through their channel of choice.
Join us to learn how this proven eight-step strategy can help your agency improve the customer experience and service levels across all channels, reduce staffing requirements, optimize organizational productivity, and capture staff knowledge.
Key benefits of attending--you'll learn how to:
Provide easy, immediate access to information by leveraging a centralized knowledge base across all channels
Explore strategies and technologies that empower customers and employees
Improve customer satisfaction levels and employee productivity while lowering operational costs – which is critical as demands increase and budgets get tighter
Apply the 8 steps to deliver exceptional customer experiences across every channel
Session Take Away
Attendees will receive an electronic copy of the scorecard titled "Baseline Your Experience Delivery", which quickly assesses how easy it is for your customers to communicate with you.Speakers
Matt Mulligan, Manager, Federal Government - Civilian, RightNow Technologies
Demetri Tsipianitis, Manager, Federal Government - DoD, RightNow Technologies
