The Future of Customer Care for Public Sector

by Helen Barton, SVP, Operations and Customer Care Leader for Public Sector

Golf legend Ben Hogan says, “The most important shot in golf is the next one” and even though I’m not an avid golfer, I think this applies perfectly to the current state of customer care and the necessary changes on the horizon.

According to a 2015 report released by the American Customer Satisfaction Index (ACSI), satisfaction with federal government customer service is at an all time low. Alarmingly, ACSI also found a direct relation between trust in government and customer service satisfaction; when satisfaction declines, so does trust. Improving constituent trust means improving the customer service they receive.

In our whitepaper, The Top 4 Trends in Customer Care for Public Sector, we discuss four customer care trends impacting the public sector and how your agency can understand evolving expectations and use innovative, intuitive technology to:

  • Enhance customer satisfaction
  • Exceed citizens’ expectations
  • Build a better experience for citizens

Ultimately, citizens today want service quickly and on their terms. Developing a customer care strategy that helps constituents feel like their voice is being truly heard is key to finding success and establishing trust. To learn more about ways to improve your agency’s customer care to meet the needs of today’s constituent, download our whitepaper here.

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