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Governing Infographic: Transforming citizen experience with modern contact centersState modernization initiatives are vast and ongoing, but which initiatives truly prioritize citizen engagement?

State modernization initiatives span across agencies and programs to improve citizen services and agency operations.  One thing that remains consistent is the need to improve citizen engagement opportunities, clearing the path to provide the easiest and most supportive way for constituents to get the information and help they need. The Contact Center provides a critical path for constituents to solve their issues and for state workers to aid them – whether by traditional or new communications methods.

New research results: Citizen Engagement Modernization in the Contact Center

The study, Citizen Engagement Modernization in the State Contact Center, conducted by the Governing Institute and commissioned by Contact Solutions and Verint, examines how state agencies are positioned today and prepared for the future in regards to citizen engagement, and all that it entails, from citizen to state worker needs – and the technological abilities and resources to serve them.

Get the infographic

Download the Governing Institute infographic, for these exclusive research findings.

  • How do citizens want to engage with you?
  • How are states prepared to meet their needs?
  • What gaps have states identified?
  • What direction are states going?

Get the Infographic