In this episode, panelists from various government sectors discuss the critical importance of contact centers and share their experiences, challenges, and strategies for improving service delivery. The discussion includes insights into the role of technology, automation, and human factors in transforming contact centers. Key topics covered include the importance of simplicity, measuring the right metrics, leveraging AI, and fostering inter-agency collaboration. The discussion also highlights the rapid adaptations during the COVID-19 pandemic and the ongoing efforts to enhance customer experience in public.
Facilitator: Martha Dorris, Dorris Consulting International,
Moderator: Meghan Daly, Former Federal Director
Panelists: Gundeep Ahluwalia, EVP & Chief Innovation Officer, NuAxis
Mia Jordan, Industry Advisor and Digital Transformation SME, Salesforce
Marcellus Walker Jr., Acting Deputy Director of Operations, Office of Unified Communications, DC Government
Tenesia Wells, Deputy Director, Department of Emergency and Customer Communications, Alexandria VA Government
Subscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on LinkedIn or visit http://www.actiac.org.
Learn more about membership at https://www.actiac.org/join.
Donate to ACT-IAC at https://actiac.org/donate.
Intro/Outro Music: See a Brighter Day/Gloria Tells
Courtesy of Epidemic Sound
(Episodes 1-159: Intro/Outro Music: Focal Point/Young Community
Courtesy of Epidemic Sound)
Popular Podcasts
NFL Daily with Gregg Rosenthal
Gregg Rosenthal and a rotating crew of elite NFL Media co-hosts, including Patrick Claybon, Colleen Wolfe, Steve Wyche, Nick Shook and Jourdan Rodrigue of The Athletic get you caught up daily on all the NFL news and analysis you need to be smarter and funnier than your friends.
On Purpose with Jay Shetty
I’m Jay Shetty host of On Purpose the worlds #1 Mental Health podcast and I’m so grateful you found us. I started this podcast 5 years ago to invite you into conversations and workshops that are designed to help make you happier, healthier and more healed. I believe that when you (yes you) feel seen, heard and understood you’re able to deal with relationship struggles, work challenges and life’s ups and downs with more ease and grace. I interview experts, celebrities, thought leaders and athletes so that we can grow our mindset, build better habits and uncover a side of them we’ve never seen before. New episodes every Monday and Friday. Your support means the world to me and I don’t take it for granted — click the follow button and leave a review to help us spread the love with On Purpose. I can’t wait for you to listen to your first or 500th episode!
Dateline NBC
Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations. Follow now to get the latest episodes of Dateline NBC completely free, or subscribe to Dateline Premium for ad-free listening and exclusive bonus content: DatelinePremium.com