Medallia’s PDF emphasizes that digital experiences now define government agencies’ reputations, as citizens increasingly expect seamless, self-service options. Contact centers become overwhelmed when digital channels fail, yet they offer rich insights into recurring issues. By unifying digital and contact center data through AI-powered tools like speech analytics and real-time feedback, agencies can surface root causes, resolve problems proactively, and reduce repeat calls. Case studies show how sharing insights across teams leads to scalable improvements in digital services, ultimately enhancing satisfaction, efficiency, and trust in public services.

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