Barbara C. Morton: How VA Improved Performance by Investing in Customer Experience
Customer identity played an essential role in VA increasing Veterans' overall trust in the agency by 17%. Learn from the ...
Collections organizations should focus on consumer engagement, not fads, for better RPC rates
Digital channels and large amounts of consumer data won't buoy declining RPC rates. Instead, focus on consumer identity and engagement.
Three Reasons Apps Won't Kill The Contact Center
Adoption is slowing, but the real challenge for apps with tap-to-call features is that inbound caller authentication is faster and ...
Delivering the Authentication Experience that Veterans Deserve
By implementing an omnichannel authentication solution approach the VA can build the trust of the veterans it's there to support.
How Citizen Identity Can Heal Program Integrity and Experience at Federal Agencies
Citizens expect Federal agencies to operate and serve like the private sector, a high bar. Learn how to surpass their ...