No rule says customer experience (CX) excludes government agencies. However, it’s challenging enough for enterprise business to implement CX strategies, meaning it’s even more so for governments with the uphill battle of limited budgets, staff shortages and hiring freezes.

No matter the business sector, no customer likes to wait. With this post, I want to help you improve customer wait times by enabling your customer journey management system to automate your workflow using sound calling rules. I will point out several configuration areas of interest that will help your organization get the best outcomes for reducing wait-times.

Public services thrive when they find the right balance of quality of service and efficiency, without excessive cost. For citizens that rely on the public service, their experience is made up of a combination of both elements. A quality service will only be a good experience if it doesn’t take too long and vice-versa.