Overview

September 19

Contact center modernization is a priority for many government agencies. But while agency leaders know they need to modernize, many don’t know how to begin. Government agencies may also be under the impression that contact center modernization is a massive, high-risk, all-or-nothing investment. But that isn’t the case.

Join us September 19 at 11:00 PT/2:00 ET as we examine three practical steps agencies can take to begin a contact center modernization journey today. You’ll hear:

- How to leverage existing technology and reduce costs while improving the citizen experience.
- How to improve employee morale and engagement and lower attrition through workforce optimization.
- Modernization in Practice: How the Indiana BMV modernized their IVR and reduced contact center calls by 200,000 annually.

Speakers

Justin Davis

Director, Contact Center Operations, Indiana Bureau of Motor Vehicles

Justin Davis has worked in the contact center industry for over 10 years, supporting a variety of businesses, from tech companies to utilities, and now state government. Starting as an agent himself, Justin provided tech support for companies such as Apple and Intuit before taking larger leadership roles as a Team Lead and Operations Manager. In 2014, he helped launch a work at home program from the ground up for one of the largest consumer electronics clients in the industry. Justin also spent some time leading a contact center in the utility industry before coming to work in state government. During his time with the Indiana BMV, he has made numerous changes to align the contact center to meet the needs of customers, while providing best-in-class customer service. Justin enjoys golf, fitness, and spending time with his wife and two dogs. He currently resides in the Greater Indianapolis area.

Brendan McCarthy

VP, Sales, Solution Architect, Genesys

Brendan McCarthy has worked in a variety of roles in software from operations to Professional Services to a founder in a successful contact center software company. Brendan originally started in technology a consultant in financial software and then moved to system integration where he worked on the delivery side on large transformational projects. His next adventure was being a founder in a start up which was acquired by Genesys and now he focuses on helping customer achieve great customer experiences through self-service and automation.

Bob Wooley — Moderator

Senior Fellow, Center for Digital Government

Bob was the Chief Technical Architect for the state of Utah’s Department of Technology Services, including the development of the state’s Utah.gov portal. Utah has been widely recognized in these areas with numerous national awards. He has also been a technical lead and RFP writer for the WSCA/NASPO Cloud and Data Communication Procurements. He has experience with state, county and higher education employee skill assessments and technology upgrade implementations. He has extensive experience with development and implementation of enterprise infrastructure and technology services. He focuses on e-government and technical architecture, with special emphasis on technical architecture implementation, planning and analysis; Web design; cloud implementation; and development of online government services. He is a specialist in Theory of Operations documentation processes and implementation of Microservice Architecture and DevOps in hybrid cloud environments. He has worked in the public sector as a university professor and systems analyst, and in the corporate world as a company president and Enterprise Architect. He has a master’s degree from Utah State University. He was named as one of Government Technology Magazine’s Top 25 Doers, Dreamers and Drivers for 2013, and has specialized in applying new and emerging technology solutions to government.

Webinar

Modernizing the Government Contact Center: Three Practical Steps