The Digital Model of Engagement

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Servicing citizens has progressed from simply handling phone calls, into multi-channel digital engagement models, ensuring consistent and efficient citizen experiences anywhere, anytime, on any digital channel. Digital models of engagement are required to provide better service, collaboration, and experience to meet rising constituent expectations including citizens, businesses, and service provider partners.

This webinar featured the State of New Mexico Department of Workforce Solutions UI Modernization project. Sueanne Athens, CIO for the Department of Workforce Solutions (DWS) and Aaron Hines, Director of Call Center Operations, shared on how to deliver better citizen experience including their business objectives, results, and insights to their future vision.

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