Government agencies often use contact centers as the primary means of contact for individuals and organizations. Sometimes, the expectation for the customer experience can be low due to high call volumes, access, availability, or expertise. The contact center is the face of the agency, representing its values and priorities focused on its constituents.
It’s essential that agents in government contact centers perform at the highest standard possible to help address the needs of their constituents. ARC offers a holistic approach to customer experience through Omnichannel Quality Monitoring, customized training for agents, leadership training, and high-end tools like Speech Analytics and robust reporting dashboards. This combination of quality management best practices ensures alignment, compliance, and confidence throughout your contact center team.
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