Overview

August 28

The COVID-19 pandemic placed a huge burden on government agencies, especially those that suddenly faced skyrocketing call volumes. Meanwhile, the rapid acceleration to remote work upended the norms in the traditionally brick-and-mortar call center environment. This unexpected shift may have exposed gaps in how prepared agencies are to manage a sudden surge in demand, but it also presents an opportunity to consider what future contact centers could look like.

Join our experts on August 28 at 11:00am PT/2:00pm ET as we examine how government agencies can modernize call centers to make them more resilient and scalable and improve the citizen experience in the “new normal.”

We’ll discuss:
- How a modern call center can help you better adjust to and manage sudden surges in call volumes
- How to connect with citizens where and how they want and enable your agency to demonstrate empathy through proactive outreach
- Case study examples of jurisdictions that are gradually modernizing call centers to become more efficient while enabling employees to interact with citizens quickly and efficiently from a remote environment

Speakers

Andy Martin

Group VP, Business Development, Public Sector, TTEC

Andy is Group Vice President, Business Development, Public Sector. Andy is passionate about customer experience and helping clients build great brands through powerful connections with their customers. Andy is responsible for the overall client relationship with some of TTECs largest clients and leads a team of Business Developers responsible for various commercial territories and Public Sector clients in North America. Responsibilities with clients include client satisfaction, profitability and revenue across TTEC’s full portfolio of solutions. Andy brings over 25 years of experience to his role working with the world’s leading Technology companies focused on delivering innovation and customer experience to a variety of clients including Commercial and Public Sector clients. Andy has been with TTEC for 6 years. Andy is a graduate of the U.S. Military Academy at West Point with a Bachelor of Science degree in General Engineering and Concentration in Latin American Studies. Andy also holds a Masters in Business Administration in Management of Technology from the University of Texas, San Antonio.

Amber Rosebaugh

Director, Government Technology Strategy, TTEC

As a veteran, Amber is passionate about taking care of Soldiers. She uses her experience to create transformative citizen experiences, through technology and contact center expertise. As a Director of Government Technology Strategy at TTEC, she is responsible for implementing technology strategies that help her clients increase citizen experience, more efficiently serve them, and acquire new customers. When she isn’t working, you’ll find Amber cooking with her daughter, doing puzzles, reading about history, and supporting her spouse who is still in the military.

Bob Woolley — Moderator

Senior Fellow, Center for Digital Government

Bob was the Chief Technical Architect for the state of Utah’s Department of Technology Services, including the development of the state’s Utah.gov portal. Utah has been widely recognized in these areas with numerous national awards. He has also been a technical lead and RFP writer for the WSCA/NASPO Cloud and Data Communication Procurements. He has experience with state, county and higher education employee skill assessments and technology upgrade implementations. He has extensive experience with development and implementation of enterprise infrastructure and technology services. He focuses on e-government and technical architecture, with special emphasis on technical architecture implementation, planning and analysis; Web design; cloud implementation; and development of online government services. He is a specialist in Theory of Operations documentation processes and implementation of Microservice Architecture and DevOps in hybrid cloud environments. He has worked in the public sector as a university professor and systems analyst, and in the corporate world as a company president and Enterprise Architect. He has a master’s degree from Utah State University. He was named as one of Government Technology Magazine’s Top 25 Doers, Dreamers and Drivers, and has specialized in applying new and emerging technology solutions to government.

Webinar

Future-Proof the Citizen Experience: How the Pandemic Provides an Opportunity to Become More Citizen-Centric