The last two years have been unlike any others in history. The pandemic has brought about countless changes in government policies, consumer behavior and corporate strategy. As these dynamics play out in real time, managers of organizations are tasked with calculating how to adjust in a way that maintains operational efficiency while optimizing customer satisfaction. For government contact centers, the challenges are many. How will citizens experience contact centers when they are used to an in-person experience? What channels of communication are citizens using? What will happen to contact center usage when pandemic conditions evolve? What features of a government call center matter most to citizens? The list goes on.

In the eighth annual Government Contact Center Satisfaction Index (GCCSI), CFI Group has surveyed users of government contact centers to find the answers to these questions, measure the customer experience and provide key takeaways based on direct customer feedback.

For more insight into government contact center satisfaction, download the complete report.