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Government Contact Center Responses to COVID-19

How are government contact center operations being impacted by COVID-19?

During a crisis when it is most important to provide an experience that gives customers confidence in their government. COVID-19 creates steep challenges for call centers, but patches of opportunities exist as well. Government officials indicate that social distancing measures may last through August, it is all the more critical for call centers to find ways to handle the volume of anticipated inbound calls without disruption to the customer experience. This requires an alternative to burdensome and inefficient Knowledge-Based Authentication (KBA) methods of authentication, which add an average of 30 to 90 seconds to every inbound call.

Watch this webinar as industry experts, Art Schoeller (Vice President & Principal Analyst at Forrester) and Scott Straub (Director of Public Sector at Neustar) answer your questions including:

  • How has COVID-19 impacted the volume and type of help customers need from contact centers?
  • How are contact center operations being impacted?
  • How are agents being impacted?
  • Do these changes impact concerns of fraud in the contact center?

The two guest speakers have been at the front lines of this change and will share their insights on how government contact centers are shifting their business operations and strategies in response to the pandemic.

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