The Multi-Channel Approach

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In March, RightNow collaborated with the Digital Government Institute (DGI) to present a Breakfast Roundtable Discussion about “The Benefits of the Fully Integrated Multi-Channel Government Contact Center Experience”. It was a huge success and provided a forum for public sector contact center professionals to brainstorm ideas and share best practices.

The event began with a dynamic panel discussion where experts from the Army Training Support Center, the National Cancer Institute and the US Department of Education, discussed the many benefits of empowering customers and agents with 24×7×365 access to information. This dialogue primed audience members for interactive roundtable discussions focused on the continuous improvement of citizen service experiences. Here are some of the highlights:

  • While government organizations utilize many channels to interact and engage with citizens — contact centers, email, chat, webcasts, and websites — the consensus was that the citizen experience across channels is not entirely seamless. This highlighted the need for a common knowledgebase that is intelligent, authoring, collaborative, and capable of delivering up-to-date, consistent and relevant knowledge across all customer interactions points.
  • Timely and accurate responses that provide the right information to the right person at the right time are essential to providing superior customer service.
  • Understanding your customers is the key to knowledge management. This is achievable by proactively listening and soliciting feedback across all channels and then using those insights to improve service levels.

Without a doubt, these contact center professionals understand the importance of providing pertinent and accurate information to their respective customer base, but without the right tools, this is an almost insurmountable task.

So, understanding what other organizations have done to achieve these goals is imperative and Greg Gianforte, RightNow’s founder and CEO, was on hand to provide the closing remarks. In them he shared some customer success stories, discussed the Obama administration’s Open Government Directive, the OMB 25-Point Plan, and the many reasons for federal agencies to embrace a cross-channel contact center strategy. He closed by issuing a challenge to attendees to be a citizen experience leader by taking the tangible ideas that were discussed and going back to implement them at their respective organizations.

To facilitate this challenge, RightNow offered a Baseline Survey to attendees to assess contact center performance. This assessment exposes what areas are performing well and where improvements need to be made. Take the survey for yourself. The results may surprise you.

Republished with author's permission from original post.

Kevin Paschuck
As Vice President of Public Sector, Kevin leads all RightNow sales activity which includes Federal Civilian Government, Department of Defense, Intelligence Community, Higher Education and State & Local Government. He has been a leader in information technology sales and sales management for more than 12 years.

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