Moderator:
Pamela Fusting, Director of Operations, Customer Experience, Tennessee Department of Human Services

Abstract:
Many of us face the CX challenges that accompany the provision of a large and diverse set of programs and services. Government agencies are all too familiar with this! In this interactive session, learn how the Tennessee Department of Human Services (TDHS) aligned its Digital Transformation, IT, and CX efforts, capitalizing on recent technology investments to streamline its complex Customer Support landscape.

Key Take-Aways:

• Examples of robotic automation that simplify the agent experience and improve routing capabilities
• Insight on the integration of telephony, email, chat, CRM, and VOC platforms to simplify the customer journey while maintaining the provision of an omni-channel experience
• An understanding of improved efficiencies inherent to the new 360-degree view of its customer base