“US Contact Center Verticals: Public Sector” looks at the structure, growth, technology, HR and commercial issues found in contact centers within the US public sector which includes local, state and federal government, as well as 911 and non-emergency services.
It contains data from multiple large-scale surveys of hundreds of contact centers carried out since 2010, and is the definitive study of this vertical market’s customer contact operations.
The US public sector came under extreme pressure during the pandemic, especially those operations connected with employment and welfare.
We expect the increased uptake of self-service and the encouragement for citizens to use digital service rather than telephony to have a slightly negative effect on agent positions, and some operations may well be consolidated or move to a full remote working environment.
The sector is one of the slowest to implement new technologies, although there is the expectation that there will be significant investment in digital channels in the next four years. The low talk time shown in the sector suggests that idle time and post-call wrap-up need to be addressed, and further efficiencies would benefit the speed to answer figure which has jumped considerably in recent years.
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