Contact Centers

HIGHLIGHTS

Training

Mar 8	G3C Meeting Call
On Demand	The Drivers of Customer Satisfaction in the Contact Center

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Resources

Reports & White Papers:

2011 Federal Contact Center Survey Final Report (PDF, 1.49 MB, 54 pages, September 2011)
An Analysis of the Feasibility of Employing Home-Based Agents in Economically Depressed Rural Areas to Staff Federal Contact Centers (MS Word, 115 KB, 20 pages, October 2009)
Removing Barriers to Citizen Engagement (MS Word, 64 KB, 8 pages, March 2009)
Report of the Citizen Service Levels Interagency Committee (CSLIC), (MS Word, 232 KB, 36 pages, 2005)

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Government Contact Center Council (G3C)

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