Case Study ON THE NICE SOLUTION ABOUT GEORGIA DEPARTMENT OF REVENUE When citizens in Georgia need help with licensing, titling or registering a motor vehicle, they turn to the knowledgeable agents in the Motor Vehicles Division (MVD) of the Georgia Department of Revenue. The MVD employs 36 call center agents who answer a wide range of motor vehicle queries, including explaining government requirements to transfer a vehicle’s title, how to get license plates, register a vehicle and more. Agents are split between three help desks that answer calls from citizens, companies and Georgia county officials. The MVD’s busy contact center handles 1,200 calls weekly — a huge increase over the old volume of 1,200 calls a month. CUSTOMER PROFILE The Georgia Department of Revenue, Motor Vehicl

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