Making Automated Customer Service More Empathetic

We’ve all experienced long wait times on the phone, hoping for a solution to a problem that we have with a government agency or public service. But, according to a new report, agencies can temper some of that frustration with empathetic, interactive voice response systems. According to a Deloitte Center for Government Insights report released last week, there are ways to employ IVR in a cost effective and positive way to improve government customer service.

Marc Mancher is a principal at Deloitte Consulting, where he founded and leads the federal, state, local, and higher education Contact Center business. He joined the podcast to discuss the future of government customer service contact centers.

 

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