The Office of Management and Budget (OMB) has issued a guidance that will re-establish performance management and customer experience metrics that were eliminated by the prior administration. Pam Coleman, associate director of
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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. The self-service AskUSDA Contact
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Avaya has made its OneCloud CCaaS and OneCloud CPaaS portfolios available with Avaya AI Virtual Agent Enhanced. “Avaya and Google Cloud are delivering AI innovation that is making organizations more agile, more
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The Office of Management and Budget (OMB) has made major changes to a section of its Circular A-11 guidance that deals with enhancing customer experience and service delivery. Under the updated Section 280 guidance,
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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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The U.S. General Services Administration (GSA) has issued an Evaluation and Buying Guide to help federal agencies seeking Human-Centered Design (HCD) services to improve Customer Experience (CX), GSA announced on Friday.
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The Trump administration is calling on agencies to leverage their authorities and technologies "to the greatest extent practicable” in an effort to continue operations amid the coronavirus outbreak.
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Accenture has released a global study, showing that the majority of citizens are willing to share personal information with government agencies in exchange for better service, the company announced on Wednesday.
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Accenture has acquired VanBerlo, an award-winning product design and innovation agency headquartered in Eindhoven, Netherlands, to strengthen capabilities and improve build smart connect solutions, the company announced on Wednesday. Terms of the
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Telecom Fiji has announced a partnership with Oracle Communications, who will help the company modernize their customer engagement, speed delivery of new products and services to customers, Telecom reported on Tuesday.
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