The Changing Face of Customer Service Series: Government Case Studies

Customer Service in 2013 is radically different than only one decade ago. Customers expect real-time response across all channels to solve their needs. With the rise of CSMA (cloud, social, mobile, analytics), government agencies have new and innovative tools to meet these increasing demands. Despite this, challenges still remain as agencies attempt to improve their customer service strategy.
Register to hear first hand government and industry customer service case studies that highlight:
  • Specific customer service challenges/obstacles
  • Tangible best practice strategies to improve service
  • Lessons learned
  • Strategies implemented
  • The role of technology
Speakers include:
  • Nicole Callahan, New Media Analyst, Federal Student Aid, Department of Education
  • Rosetta Lue, Chief Customer Service Officer & 311 Director, City of Philadelphia
  • Scott Frendt, Senior Director, Public Sector, CRM Solutions, Oracle

Although the live date has come and gone you can still view the recorded session and download resources.


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