Uncle Sam, you can go from cellar to stellar in citizen services

Unfortunately for citizens, the government did not fare well in the Forrester’s 2015 US Customer Experience Index, to say the least. Moreover, in a survey of 5000 consumers by Forrester Consulting on the biggest pain point in citizen service, respondents said that inconsistency of answers among contact center agents was their biggest issue (56.2%), followed by lack of knowledge among agents (35.6%) and findability of answers on government websites (26.9%) . So the solution is pretty straight forward – an omnichannel…