Government Contact Centers: Improving Quality and Efficiency in Customer Care

Share Article

Daryl Covey, President and Founder of the Government Customer Support Community of Practice, is featured in this interactive web conference. He will lead the discussion on what types of information government contact centers should offer the public and what is the best way to deliver the services.

Web Conference on Government Contact Centers and Improving Quality and Efficiency in Customer Care

Featuring Daryl Covey, Chief Field Support Section at NEXRAD Operational Support Facility and President and Founder of the Government Customer Support Community of Practice, Dave Roesner, Assistant Chief, Policyholders Services Division, Department of Veterans Affairs, and Bobbie L. Almariento, Public Information Office Manager, City of Virginia Beach Public Information Office.

In an Xtalks web conference on May 30, 2006, Daryl Covey, Chief Field Support Section at NEXRAD Operational Support Facility and President and Founder of the Government Customer Support Community of Practice, Dave Roesner, Assistant Chief, Policyholders Services Division, Department of Veterans Affairs, and Bobbie L. Almariento, Public Information Office Manager, City of Virginia Beach Public Information Office, will discuss government contact centers. An introduction will be given by Daryl Covey who founded the Government Customer Support Community of Practice which helps bring together thousands of contact center professionals from all three levels of government. Following this you will hear case studies and best practices from Bobbie Almariento, who heads up the Virginia Beach Public Information Office, and Dave Roesner of the Department of Veteran Affairs—both considered some of the best government contact centers in the country.

The biggest struggle for public sector contact centers is two-fold—what do they want to offer the public and what is the best way of delivering their services. Whether it be a live voice on a phone, a recorded message, online communication or a walk-in office, each department in each level of government needs to determine what works best for them and how they can most efficiently serve their customers.

This event will provide insight on:

  • Identifying the best medium to meet the needs of your customers
  • Recruiting and retaining a strong and knowledgeable workforce
  • Measuring the efficiency of your contact center

The web conference is co-sponsored by IEX Corporation and Cincom, who will each host a workshop following the keynote presentation and before the Q&A session.

Registration for the event is currently open at: http://www.xtalks.com/governmentcontactcenters.ashx

About the keynote speaker

Daryl Covey has managed the NEXRAD Hotline at the interagency NEXRAD Radar Operations Center since 1989. During his tenure, the Hotline staff has been recognized with the National Weather Service Modernization Award, three National Oceanic and Atmospheric Administration Bronze Medals, the U. S. Department of Commerce Customer Service Excellence and Silver Medal Awards, the Vice President’s Hammer Award, the Federal Agency Excellence Award from Government Computer News, and countless expressions of appreciation from customers worldwide throughout the Department of Defense, National Weather Service, and Federal Aviation Administration. He has prior experience as a National Weather Service field forecaster and radar operations training manager. Mr. Covey’s customer support experience includes creating the Federal Help Desk Registry and two Federal Help Desk Forum conferences, numerous officer terms in Help Desk Institute local chapters, serving on the advisory boards of the Help Desk Professionals’ Association, Help Desk Institute, Conference for Help Desk Professionals, Citizen Services Seminar and Support Services Conferences; and founding membership in the Help Desk Institute’s international Individual Certification Standards Committee. He is the facilitator for the Government Contact Center Community of Practice (http://www.fedhelpdesk.osf.noaa.gov), editor of the Government Contact Center News monthly eletter, chairs the annual Government Customer Support Conference, serves periodically as an invited advisor to Government agencies on contact center initiatives, has been interviewed by Government Computer News, Federal Computer Week, and Government Executive Magazine for articles on public sector customer support, and has written invited articles on public sector customer support for IT Support News and Federal Technology. Daryl lives on a cattle farm southeast of Oklahoma City with his wife and two sons, where he chairs the boards of the local fire protection and rural water districts.

About IEX Corporation

IEX Corporation is a leading provider of workforce management, strategic planning and performance management software for call centers. Over 2,800 centers in more than 40 countries, 800,000 agents in total, rely on our workforce optimization solutions to plan and optimize the performance of their agent workforce. IEX workforce management, strategic planning and performance management solutions lead the way in call center optimization. Visit us on-line at http://www.iex.com.

About Cincom

For nearly 40 years, Cincom's software and services have helped thousands of clients worldwide improve critical service operations. Cincom’s Synchrony includes a unified agent desktop, multi-channel inbound and outbound contact center, and real-time analytics, available as a hosted service or delivered on-premise. For more information, visit http://www.cincom.com/synchrony.

About Xtalks

Xtalks (recently featured in the London Times article Conference call that spans the globe) brings industry experts to executives’ desktops around the world in a web-based information network that provides insight into breaking business issues through interactive digital web conferences. By leveraging the best of hi-speed Internet and telecom technology, Xtalks provides a fantastic forum for highly interactive communication. Xtalks web conferences allow anyone with interest in a particular topic to participate in a web meeting by synchronizing their desktop computer and phone alongside industry experts. Xtalks is part of The Honeycomb Worldwide Group of Companies (http://www.honeycombworldwide.com), including Honeycomb Connect, a leader in executive networking, event management, web conferencing, publishing, and digital media with offices in North America and Europe.

“Xtalks' webinar brought together the top end users, technology vendors, and thinkers in the space,” says Ed Hess, Editor of Integrated Solutions Magazine, referring to a previous Xtalks’ event. “As a media sponsor of the event, we were ecstatic to see the level of commitment and execution that Xtalks showed in making the event a huge success. It was informative and filled with new and fresh insights. The Q&A session was highly interactive and addressed a range of issues. In terms of online events, it set a standard that others will have trouble matching."

For more information on this conference or Xtalks in general, or to enquire about speaking opportunities or sponsoring future events, visit http://www.xtalks.com or contact Karen Anderson, Chief Marketing Officer, at phone: 312-977-1166 x1209.

Register for free at http://www.xtalks.com/governmentcontactcenters.ashx

###

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Karen Anderson
XTALKS
312-977-1166
Email >
Visit website