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» Contact Centers
Contact Centers
HIGHLIGHTS
2012 Government Contact Center Workshop
Government Contact Center Council (G3C) meets 2nd Thursday of every month
USA Contact provides contract vehicle for federal government contact center services
Requirements and Best Practices
Getting Started
What is a Contact Center?
Attributes of High-Performing Contact Centers
Planning a Contact Center
Customer Contact Channels and Strategies
Contact Center Site Selection Criteria
Technologies
Automatic Call Distributor Systems
Email Response Management Systems
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Interactive Voice Response Systems
Knowledge Management Systems
TTY/TDD Communications
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Web Chat
Workforce Management Systems
Operation and Management
Control Contact Center Costs
Monitor Quality
Avoid Fraudulent Pay Phone Calls
Call Calibration
IVR Call Flow Basics
Contact Center Disaster Planning and Recovery
Training
PRESENTATIONS
2012 Government Contact Center Workshop
Webinar
Government Contact Center Customer Satisfaction Survey Results
Webinar
The Drivers of Customer Satisfaction in the Contact Center
More Training ยป
Your Community
Government Contact Center Council (G3C)
More Communities
»
Resources
Reports & White Papers:
2011 Federal Contact Center Survey Final Report
(PDF, 1.49 MB, 54 pages, September 2011)
An Analysis of the Feasibility of Employing Home-Based Agents in Economically Depressed Rural Areas to Staff Federal Contact Centers
(MS Word, 115 KB, 20 pages, October 2009)
Removing Barriers to Citizen Engagement
(MS Word, 64 KB, 8 pages, March 2009)
Report of the Citizen Service Levels Interagency Committee (CSLIC),
(MS Word, 232 KB, 36 pages, 2005)
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