The contact center is one of the most important touch points for citizens and residents anywhere. Whether searching for information, sharing information, or searching for assistance –well apportioned and reliable contact centers are key to effective and efficient government.

As the recent year has brought about new challenges, and allowed older ones to resurface, the role and responsiveness of governments of all levels has taken on increased importance. While shifting to remote work models has been challenging across the board –contact centers are unique –with a unique role and challenges to overcome. With those challenges, however, comes opportunity.

Our nation is faced with mounting crises ranging from COVID-19 to climate change, from societal injustice to economic inequality–the role that contact centers play are allowing for more in-depth and valuable communication with residents and citizens.

How society communicates has changed however –and it’s imperative that contact centers maintain pace with that change. With additional digital technologies supporting the mission and a reassessment of the key skills that contact center Agents should bring to the table; those changes are causing contact center leaders to drive change at an unexpected pace.

Public Sector Network’s Contact Center Innovation Virtual Event will help shed light on the evolving landscape of public sector contact centers; what we can learn from the private sector and how focusing on citizen experience will help to facilitate our broader mission to the public.