Employees Teleworking? Use That to Improve Customer Experience

Experts from the Department of Veterans Affairs, Air Force, Naval Information Warfare Systems Command and TTEC will describe how teleworking can improve customer experience.

Register
Speakers

5 speakers

Date & Time

May 26, 2021 2:00 p.m. ET

Webinar

Duration: 1 hour
Cost: 
No Fee

Every agency wants improved citizen experience. It improves mission delivery. It enhances the agency’s reputation. And in pursuing it, agencies discover ways to enhances their processes and find efficiencies.

Thinking about customer experience – and this includes the experience of an agency’s own employees – must encompass the many forms of interaction users encounter. For instance, when help desks were cleared out during the pandemic, many agencies found that with the right cloud hosted technologies, help desk and call center employees could work remotely, with users or callers unable to tell the difference.

Federal News Network and TTEC convened a panel of federal citizen/employee experience experts to find out how agencies are ascertaining how satisfied users and constituents are with the services they offer, and what strategies they pursue for continuous improvement.

Panelists said they used a variety of surveys and IT system data to understand customer experience both qualitatively and quantitatively. The pivoted to agile software development methodologies to ensure deployments worked and were acceptable to users. They use journey mapping and user-centered design techniques to help ensure processes and systems met needs constituents are actually trying to meet.

They also noted how the pandemic accelerated the adoption of remote accommodations and collaboration, such that agencies were able to continue without missing a service or experience beat.

Please scroll down to register using the form on this page or call (202) 274-4830.


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Speakers
John Boerstler
Chief Veterans Experience Officer, Department of Veterans Affairs
Colt Whittall
Chief Experience Officer, U.S. Air Force
Kevin Burnett
Technical Director, PEO Manpower, Logistics, and Business Solutions, Naval Information Warfare Systems Command
Andy Martin
Group Vice President, Business Development, Public Sector, TTEC
Tom Temin
Host, The Federal Drive, Federal News Network

Please register using the form on this page.
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