People rely on government to deliver vital service and information that impacts their quality of life and economic well-being with the expectation that they are able to interact with the government as conveniently and easily as they do with their favorite commercial brands and service providers.
COVID-19 has exposed the urgency for governments to improve the way they deliver information and services to the public, accelerating the use of self-service tools and other technologies that enable people to easily engage with government remotely.
Citizens have grown accustomed to ordering groceries delivered to their doorstep, scheduling telehealth appointments, streaming entertainment, collaborating with teammates online, and communicating with families and friends from around the world.
As government agencies have shifted to meet these changing expectations, traffic to contact centers has risen exponentially as people seek to learn about COVID-19 symptoms, apply for unemployment or support for small business, check the status of a vaccine, or complete the everyday functions of government. More than ever, the public needs access to services that solve problems and work within complicated schedules.
With more Americans out of work, applications for financial assistance programs increased in volume to levels that dwarfed the applications submitted during the Great Recession. Many state and federal government website and contact centers have not been modernized in years and simply cannot respond to the volume of public demands.
Government leaders should make much needed investments to digitalize and modernize contact center infrastructure. A recent survey of 250 contact center leaders by Cisco showed that 62% of contact center decision-makers plan to implement a cloud contact center within 18 months.
Technology such as chatbots, AI, and SMS empower more flexible hours of operation for government agencies that fit customers’ lives, reduce wait times, and meet special language needs. When government customer service representatives move from work to home, they can access the vital information needed to solve citizens’ problems. The use of AI and chatbots also allows the government to provide consistent answers across multiple channels.
To effectively answer the call and deliver a 21st century experience, agencies need to prioritize modernizing digital call centers with these emerging technologies.
Summarized from few.com