Using Contact Center-as-a-Service Technology for Better CX

CCaaS providers who offer SaaS-based applications can enable customer service organizations to manage multichannel customer interactions.

When Schools Are Online but Students Aren’t

At least 3.7 million households lack internet access according to a Census Bureau survey. Here is how one school ensures its students have connectivity.

How Colorado Is Operationalizing Equity

“There are a lot of folks who love equity as a concept, but knowing how to actually do equity work is where the challenge comes in.”

User Experience: An Emerging Best Practice

In the past decade, the concept of user experience (UX) in government IT has gained widespread acceptance and moved into the mainstream.

Understanding Generational Differences Can Improve Local Gov Services

New research findings make clear that local government’s approach to service cannot be one-size-fits-all. At a time when effectively reaching and engaging all community members is imperative for public health and continuity of government operations, understanding and meeting generational differences is critical.