‘When the General Services Administration launched its Centers of Excellence in 2017, the program included revamping agency contact centers as a major customer experience push. To ensure the program is meeting that goal, the Contact Center CoE recently began conducting undercover assessments.’ BARE shares an article by Aaron Boyd for NextGov that outlines the CoE’s mystery shopper program and advice for other agencies interested in doing the same.

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BARE International shares an article by Eran Westman for Entrepreneur: ‘Core values should not have to change because the way we work has changed.’ Read more