The Importance of the Human Element in the Citizen Journey
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Our series on Citizen Engagement™ Services continues with Lisa Veith from MAXIMUS Federal. She says that no matter how much technology, digital and self-service we infuse into the Citizen Journey, people still want to speak with a person when they have an issue. So, it’s important to have call agents who are empathetic and armed with the information and ability to help resolve their problem.