Overview
September 24
10AM PT, 1PM ET
Register
For city managers and department directors, constituent service is a leadership mandate with consequences that extend well beyond the contact center. Long hold times, blind transfers and after-hours dead ends shape how residents experience their government — and can ultimately influence public trust, council conversations, local headlines and resident satisfaction scores.
In this session, we'll walk through a real before-and-after from a municipal contact center. You will see what the resident experience looked like when routine inquiries overwhelmed staff, and what changed when smarter routing and 24/7 self-service handled the calls that didn't need a human.
No feature lists. No vendor pitch. Just an honest look at what modern government contact centers are doing differently and what it means for the residents they serve.
You will learn:
- A practical framework for identifying where contact centers lose resident trust today
- A realistic picture of what phased modernization looks like
- The right questions to ask before your next vendor conversation
