Citizen Relationship Management (CRM) is rapidly being replaced by “Citizen Experience Management (CEM)”. CEM means different things to different people including:
-Having a 360-degree view of citizens
-Changing business process
-Reducing queuing times
-Routing calls in a contact center to the best agent to handle a call
-Bettering structured citizen self-service
-Providing a unified desktop that supports agents as they handle calls
The purpose of CEM is to ensure that every citizen interaction is handled as efficiently as possible but in a way that is most likely to result in an outcome that is positive for both the citizen and local government.
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