Overview

December 8
11AM PT, 2PM ET

Register

AI-powered contact centers transform how agencies interact with constituents and accomplish outcomes. These centers dynamically respond to demand, empower staff and deliver insights that drive better decision-making. 

But modernizing in this space doesn’t require ripping and replacing everything you’ve already built. Whether you’re starting from scratch or looking to make your existing system more efficient, there are innovative ways to reduce costs, scale services and support your teams, all without compromising the human element.

In this webinar, you’ll hear how public sector agencies are applying AI in their contact centers to revolutionize services. No matter where you are in your contact center journey, this session offers practical ways to take the next step with confidence.

You’ll learn how:

  • AI helps contact center agents work smarter
  • Modern self-service reduces call volume without diminishing service quality
  • AI-generated insights help leaders spot problems early and improve program outcomes


Speakers

Tammy Winebrenner headshot

Tammy Winebrenner

Principal, Customer Experience, Amazon Web Services

Tammy Winebrenner is a senior executive with more than 20 years’ experience in developing and delivering innovative solutions to solve customers’ most pressing needs. In her current role, Tammy focuses on helping public sector organizations transform constituent experiences though modernization strategies combined with technology-enabled touchpoints powered by AI and Amazon Connect innovations.

Shelly Metschan headshot

Shelly Metschan

Digital Foundry, Operate, and Innovation Offering Leader, Principal | Government & Public Services, Deloitte

Shelly Metschan is a Principal and leads Deloitte's Government & Public Services (GPS) Digital Foundry, Operate, and Innovation practice. She brings more than 25 years of experience as a technology transformation leader, including over 15 years dedicated to serving the government sector. Her work includes the implementation of large statewide applications, business process reengineering efforts, contact center implementations, and human-centered design.

Sean McSpaden headshot

Sean McSpaden — Moderator

Senior Fellow, Center for Digital Government

Sean McSpaden is an executive level information technology professional with over 30 years of experience in the private, non-profit, and public sectors. His background includes the start-up and management of several small businesses and he has served on the Board of Directors or in Executive Director positions for several 501(c)(3) non-profit organizations. Sean’s public service experience includes progressively responsible positions as an IT analyst, and in statewide coordination, management and leadership positions within the Executive and Legislative branches of Oregon state government.

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