“CDC had 23 programs running 40 separate contact centers answering questions taken from over 75 separate toll-free numbers, according to a report from the General Services Administration’s Contact Center of Excellence.
As part of its consolidation effort, the agency integrated its knowledge management system with its Siebel CRM, resulting in what GSA describes as a ‘one face to the public’ solution…”
“That was just the kind of functionality the Department of Veterans Affairs was looking for when it implemented a new call center in its southern region…”
“The new clinical contact center ‘was a way to provide that full 24/7 coverage, and it added additional features to ensure that all veterans had the same access to care,’ says Tiy Sanchez, chief of the Health Administration Service in the VISN 8 Clinical Contact Center.
‘They don’t have to walk into a facility, they can do it from the comfort of their home,’ Sanchez says. ‘It increased that access to care, especially during our COVID-19 response, where we were supplementing support to our sites.’…” Read the full article here.
Source: USDA, VA Update Contact Centers to Give Citizens a Better Connection – By Adam Stone, November 16, 2021. FedTech Magazine.
