HighPoint announced on Thursday that the company has appointed Stacey Au as customer experience program manager. In this role, Au will help highpoint customers implement omnichannel, AI, and other emerging technology and
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The Internal Revenue Service (IRS) has selected Pegasystems to help modernize agency-wide operations through the company’s Government Platform and Pega Customer Service, which will advance the Enterprise Case Management (ECM) system, Pegasystems
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The General Services Administration (GSA) is recommending agencies to evaluate their contact centers through “secret shoppers” who will interact with customer service representatives as members of the public.
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Accenture announced on Tuesday that Maihiro, a leading provider of SAP-based customer experience (CX) and customer relationship management (CRM), has been acquired for an undisclosed amount to improve the company’s customer relations
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Twenty-five agency program offices have detailed their plans for digital transformation and customer service improvement in line with President Trump's Management Agenda, Federal News Network reported Friday.
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U.S. citizen satisfaction of federal government services has dropped by 1.1 percent to 68.9 in the American Customer Satisfaction Index, according to the 2018 ACSI Federal Government Report released Tuesday. The report
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Rosetta Lue, senior contact center adviser at the Department of Veterans Affairs’ Office of Information Technology, said the department plans to employ artificial intelligence tools to reform its customer service operations, Federal
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Teresa Weipert, senior vice president of the government solutions business at Sutherland Global Services, has said she believes cultural adaptation is essential for agencies that aim to transform their delivery of public services. She wrote
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A new American Customer Satisfaction Index report has found that citizen satisfaction with U.S. federal government services received a score of 63.9 out of 100 in 2015, a gradual decline from 64.4
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Veterans Affairs Secretary Bob McDonald has said his goal for 2016 is to bolster the department’s customer service as his office continues to work on reform efforts, Military Times reported Thursday. Leo Shane III
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