On-Demand Webinar

Delivering on the Promise of Digital Government: Scaling services with a hybrid workforce

Constituents and employees expect digital interactions with government to be easy and convenient. Now more than ever, efficient management of customer support representatives – a limited and high-value resource in state and local organizations – is critical to address the surge in constituents’ seeking government services.

To help government IT leaders understand the power and the potential – and the pitfalls – of enabling anytime, anywhere services, Genesys partnered with Government Technology to discuss the critical aspects of successful digital government. Take a deep dive into the tools agencies can use to improve the contact center experience for employees and enable them to support constituents with empathetic service delivery.

This installment will cover:

• Strategic approaches for hybrid work, including CX engagement requirements, security and compliance
• Tools to enhance the employee experience, leading to lower attrition rates and better customer service
• Practical implementation supporting empathetic engagements such as self-service, artificial intelligence, chatbots and other tools

Eddie Moon
Principal Solution Engineer, Government
Genesys

Bob Woolley
Senior Fellow
Center for Digital Government