IRS
April 18 Is Tax Day. Here’s How The IRS Is Overhauling Its Customer Service Right Now
April 18 by Wandy Felicita OrtizThe risk–and potential reward–of filing your taxes is what makes the IRS one of the most highly respected (and feared) agencies of the United States government; it’s also one of the worst when it come...
Out With The Loans, In With The Groans: Nelnet's CX Failure
August 25 by Christine DuceyOn Wednesday, August 25th, the Biden-Harris administration announced partial loan forgiveness for college alumni across the country. Within the hour, Nelnet crashed. What happened and what can we lear...
Command and Control in Governmental Contact Centers
May 20 by Tripp BabbittIn an attempt to keep in touch with the world I ran across an article in the Wall Street Journal. The article was of interest as it was about customer service and the IVR (Interactive Voice Response...