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USDA Streamlines Contact Center Functions Under GSA CoE Program; Simchah Suveyke-Bogin Quoted

1 min read
Customer Experience
Customer Experience

The Department of Agriculture has launched a customer service program to centralize contact center operations as part of the General Services Administration’s Centers of Excellence (GSA CoE) initiative.

“AskUSDA has helped us improve the customer experience we offer and that’s helped drive the success of the website,” Simchah Suveyke-Bogin, chief customer experience officer at USDA. “It’s been a rewarding experience that’s resulted in being able to seamlessly answer tens of thousands of citizen inquiries.”

GSA said Friday the self-service AskUSDA Contact Center covers inquiries made through email, phone, chat or the web to free up personnel time for addressing customer concerns.

The contact center effort first began in 2018 and has since enabled the GSA and USDA team to collect real-time data on trends and insights encompassing 748 services and 903 customer archetypes.

The USDA Office of Customer Experience used the AskUSDA team’s analysis with the USDA chief information officer to create a Final Insights Report and address 93,000 identified inquiries as part of a pilot program.