Overview

August 30

Watch Now

Contact centers are at the heart of efforts to expand access to important government services and improve the experience residents receive when they interact with public agencies. But what investments will really move the needle on improving customer experience, streamlining internal processes and expanding digital access?

 

On Aug. 30, Government Technology will host experts from NICE and the Center for Digital Government to tackle these and other important issues as state and local agencies modernize their contact centers for the future. This live webcast will give you straight answers to questions such as:

 

  • Do residents really want to talk to a live agent, or would they be happier with self-service options for conducting many common transactions?
  • Is artificial intelligence too “bleeding edge” for contact center use, or has it become a practical tool to improve internal operations and transforming user experience?
  • Can modern contact center technology increase agent job satisfaction — and what are employees really looking for today?

Speakers

 

Brian Mistretta

Director of CXone Product Marketing, NICE

Brian Mistretta is NICE inContact’s Director of Product Marketing and leads the company’s federal, state, and local government marketing efforts. Mistretta has spent his career marketing both business to business and business to consumer technology solutions and brings a strong focus on delivering exceptional experiences to clients and driving customer advocacy.

 

Otto Doll — Moderator

Senior Fellow, Center for Digital Government

As the Minneapolis CIO for seven-plus years, Mr. Doll was responsible for all city IT services. He also served as South Dakota's CIO for 15 years with responsibility for all state government computing, telecommunications, radio, and public broadcasting.

 

Bob Bennett

Senior Fellow, Center for Digital Government

Bob Bennett is a Senior Fellow at the Center for Digital Government and the founder of B2 Civic Solutions, an international smart cities consultancy firm based in Parkville, Mo. From 2016 to 2019 he served in Mayor Sly James’ administration as the Chief Innovation Officer for the City of Kansas City, Mo. During his tenure, he oversaw the city’s smart city initiatives including a 54-block total digitalization pilot, strategy development for the city and P3-based expansion plans.

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