Contact Center Perspectives for the Federal Government
5 episodes - English - Latest episode: almost 3 years ago - ★★★★★ - 1 ratingFederal agency leaders are tasked with providing an invaluable resource to customers of all types. Today more than ever, federal contact centers are the first line of communication to the people that need it most. Their mission includes a customer experience that provides the public, private industry, and other federal employees with consistent, accurate, and timely information.
The big question is, how do federal agency leaders ensure that their contact centers have the governance, the technology, and the staff needed to accomplish this mission? Contact Center Perspectives for the Federal Government will feature engaging conversations through guest interviews and cover topics that bring the answers to these questions.
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Episodes
Kanwar Singh - Perspectives: Digital Insights from an Industry Expert
May 25, 2021 10:00 - 24 minutes - 33.7 MBKanwar Singh is a digital technologist and Signal Officer in the Massachusetts Army National Guard. He has led the development of AI-enabled mobile and IOT products that have a dual-use in military, healthcare, academia and finance. Singh is the co-author of a financial accounting textbook and has taught as a finance/accounting instructor at Harvard University. Singh completed his graduate coursework in information technology, finance, accounting as well as management from Harvard Universi...
Ivan Paynter, CISSP, CEH - Perspectives: Cybersecurity Insights from an Industry Expert
February 16, 2021 11:15 - 29 minutes - 40 MBIvan has more than 25 years of cybersecurity experience spanning, MCI / UUNet, WorldCom, Verizon Business, Verizon and Masergy Communications. He is a Certified Internet Security Specialist Professional and a Certified Ethical Hacker. He has a passion for network & wireless security and all things IoT.
Honorable Andrew C. Weber - Perspectives: Responding to Global Emergencies
January 12, 2021 10:15 - 19 minutes - 13.5 MBAndrew C. Weber, former Assistant Secretary of Defense & former Director of the Nuclear Weapons Council joins us to talk about his perspectives on responding to global emergencies. Mr. Weber has dedicated his professional life to countering nuclear, chemical, and biological threats and to strengthening global health security. Mr. Weber’s thirty years of US government service included five-and-a-half years as President Obama's Assistant Secretary of Defense for Nuclear, Chemical and Biologic...
Contact Centers as a Strategic Partner for Interagency Collaboration
December 11, 2020 17:30 - 46 minutes - 64 MBMajor General (Retired) Julie Bentz, PhD joins us on the first episode to talk about her perspectives on how federal agencies can position their contact centers to be a strategic resource for interagency collaboration. Julie Bentz is a retired Major General of the United States Army. Much of her time on active duty was spent serving on three Presidents’ security councils at the White House working to reduce global threats from weapons of mass destruction and strengthening the nation's respon...
Major General (Retired) Julie Bentz, PhD - Contact Centers as a Strategic Partner for Interagency Collaboration
December 11, 2020 17:30 - 46 minutes - 64 MBMajor General (Retired) Julie Bentz, PhD joins us on the first episode to talk about her perspectives on how federal agencies can position their contact centers to be a strategic resource for interagency collaboration. Julie Bentz is a retired Major General of the United States Army. Much of her time on active duty was spent serving on three Presidents’ security councils at the White House working to reduce global threats from weapons of mass destruction and strengthening the nation's respon...