Communities of Interest

Government Contact Center Council (G3C)

 

In January 2008, USA Services established a council dedicated to government contact center leaders.  The Government Contact Center Council is an interagency group of about 40 senior contact center directors and managers who have responsibility for center operations and strategy.  We are building a close knit community of contact center leaders from across the government who learn from each other about best practices, problems and solutions, research, trends and other issues important to the group. 

Our goals:

The three primary goals for the Council are:

1. Improve the ability of contact center leaders to do their jobs by gaining knowledge of best practices and having immediate access to the peers in other agencies
   
2. Improve how government manages contact centers
   
3. Create a dynamic community of government contact center managers

What the Community of Interest does:

To accomplish these goals members:

1. Share information about their best practice, their research, operations and plans for dealing with trends and challenges
   
2. Identify and publicize training and workshops relevant to the community of government customer service professionals
   
3. Serve as advisors to the much larger Customer Service Community of Interest
   
4. Network with other groups and organizations that provide knowledge and value to contact center leaders

How the Community of Interest is organized:

The Council is largely self-directed with a council chair provided by USA Services.  One major purpose of this group is to build close relationships among contact center leaders, and for that reason we encourage meetings be attended in person, although calling in is possible -- especially for contact center leaders not in the Washington, DC, area.

Sponsor: USA Services, Office of Citizen Services and Communications, GSA

How to Get Involved: Contact the Council Chair, Stuart Willoughby , for information.