News and Articles

 

Interviews

» Federal News Radio Interview with Sheila Campbell about Webcontent.gov and how federal agency webmasters are collaborating in order to make it easier for the public to access government information.

May 8, 2008 | FederalNewsRadio

 

» Federal News Radio Interview with Stuart Willoughby about the First Annual Citizen Service Award and this year's winners

April 16, 2008 | FederalNewsRadio

 

» Federal News Radio Interview with Martha Dorris about USA Contact

March 19, 2008 | FederalNewsRadio

 

» Federal News Radio Interview with Martha Dorris about the new look for USAServices.gov ("New Look")

February 4, | FederalNewsRadio

 

» Federal News Radio Highlights FCIC National Contact Center

January 29, 2008 | FederalNewsRadio

 

Articles

» NAPA Launches Collaboration Web Site

May 9, 2008 | Anne Laurent, NextGov

 

» Government in a Wiki World, Part 2

May 6, 2008 | Davidson Frame, NextGov Tech Insider

 

» Government in a Wiki World, Part 1

May 5, 2008 | Davidson Frame, NextGov Tech Insider

 

» Study: Governments Should Use Leading "Customer Experience" Practices to Improve

April 29, 2008 | Government Technology

 

» Lines of Site: Web Analytics Software Can Help Improve How Agencies Interact With Their Users

April 14, 2008 | Edmund X. DeJesus, Government Computer News

 

» New Survey Finds Gaps in U.S. Broadband

March 21, 2008 | News Report (govtech.com)

 

» "GSA awards $2.5 billion contract for contact center services"

March 18, 2008 | Government Executive

 

» Nine Win GSA Call Center Deal

March 18, 2008 | Matthew Weigelt, Washington Technology

 

» Customer Satisfaction Is Just the Beginning

March 13, 2008 | Christopher Musico

 

» "Citizen CRM: Treating Taxpayers Like Customers, Part 2"

March 13, 2008 | CRM Buyer By Pam Baker

 

» "Citizen CRM: Treating Taxpayers Like Customers, Part 1"

March 13, 2008 | CRM Buyer- By Pam Baker

 

» "Dial 311"

February 4, 2008 | Federal Computer Week - Heather B. Hayes

 

» "2008 Contact Center Challenges"

February 2008 | Destination CRM.com

 

» "2008 Industry Outlook: A look around the corner -- U.S. Federal & State Government Overview"

February 2008 | Deloitte

 

» Contact Center Spotlight: Pacific Gas & Electric

February 2008 | ICMI - Greg Levin, ICMI's Insight

 

» Metrics: Expanding Perspectives to Increase Effectiveness

February 2008 | ICMI - Tim Montgomery, The Service Level Group -from "Moving Metrics Into Action" White Paper

 

» Baby Boom - There were 4.3 million babies born in the U.S. in 2006, the most since 1961. One quarter of those births were to Hispanic mothers.

January 16, 2007 | NBC 7/39 News at 4:30 PM - KNSD-TV [News OnDemand]

 

» New RightNow Federal Government Solution Helps Public Agencies Provide Excellent Constituent Experiences

April 10, 2007 | RightNow.com

 

» Six Agencies Win Performance Awards

December 4, 2007 | Alyssa Rosenberg , Government Executive

 

» Feds turn to social networking Web sites

December 11, 2007 | Tim Kauffman, Federal Times

 

» GSA's National Contact Center, one of the awards under USA Services' FirstContact contract, responds to 21,200 after U.K. blasts

July 20, 2005 | GSA.gov

 

» Managing Calls

May 18, 2005 – Shawn Zeller, Government Executive

 

» Good Calls

May 15, 2005 | Shawn Zeller, Government Executive

 

» GSA Taps Five Companies for Contact Center Services

July 28, 2004 – William Welsh, PostNewsweek Tech Media, Government Computer News

 

» USA Services Can Save Agencies Time And Money

August 26, 2003 – GSA.gov

 

» Call Center Consolidation -Does It Make Sense? (PDF)

Ike Mitchell, a Principal at Computer Sciences Corporation [This article originally appeared
in Business Communications Review, December 2001 issue]