Federal Call Centers: A Usage and Technology Update
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Overview: Government call centers have experienced significant growth over the past two decades and have become a primary point of contact for citizens to access information and services. However, government call centers have historically lagged behind the private sector in the implementation of advanced technologies that allow for superior levels of customer service. This paper published by Noblis describes the growth of federal call center usage and examines several recent agency procurements and projects that push the boundary of traditional government call center technology.