How to make citizens feel good about federal call centers

Call centers, those invisible nests of operators that purport to help citizens with questions about government services, are a bane to agency after agency. Calls don’t get picked up. Or people make a pot of coffee while on hold. Questions aren’t answered. Callers get bounced from operator to operator. Worst of all, those badly-designed automatic call routers. There’s gotta be a better way. Federal Drive host Tom Temin looked into how to make call centers more empathetic, with Deloitte Consulting’s Marc Mancher.