How to boost agency call center performance

Tuesday - 10/11/2011, 3:48pm EDT

Martha Dorris, deputy associate administrator at the Office of Citizen Services and Innovative Technologies, GSA

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Feedback from calls to contact centers can help agencies set priorities and improve services.

"It's a place you can get your finger on the pulse of what people are interested in," said Martha Dorris, deputy associate administrator at the Office of Citizen Services and Innovative Technologies at General Services Administration, in an interview with In Depth with Francis Rose.

GSA presented best practices for contact center customer service at its Government Contact Center Conference last month in Washington.

In the last year, GSA has put together a group of 160 contact center professionals from 40 agencies.

"It seemed like it was about time to bring them together and begin to energize them, create synergy, and leverage the expertise across agencies," Dorris said.