Planning, designing and implementing an effective contact center for government is a challenging task. Considerations must be made for the types of calls or inquiries received; how they will be handled, staffed and managed; and most importantly, what the contingency plans are for unplanned events or peaks in call volume.

Join Digital Government Institute and Cisco for a free webcast to discuss how to plan, design and implement an effective contact center to meet agency mission requirements. The webcast will address: 

• Contact center design and customer service requirements
• Contingency planning and concerns for management
• Determining inbound call capacity by using a typical Contact Center model
• Queuing options:  how to queue to one skill, queue to multiple skills, queue to main skill and sub-skills, provide multiple service levels
• Skills staffing, including evaluating the number of skills needed to staff your contact center
• Handling spikes in call volume:  practical tips and resources available
• Mitigating disaster recovery scenarios to help ensure outgoing contact center operations are not interrupted
• Flexibility and resiliency

Speaker

Jeffrey deWispelaere, PDIHD Consulting Engineer, Unified Contact Center Enterprise, Cisco