Strategy Guide

Remote Contact Center Best Practices

Call volumes to federal, state, and local agencies have skyrocketed. The federal CARES Act provides financial assistance to help states and large municipalities tackle the influx in support services. So how can government agencies make the most of the assistance? This strategy guide answers pressing questions and offers ways government contact centers can improve public response quickly and efficiently.


Get the contact center strategy guide


Learn key questions facing government CX leaders right NOW, and the technology and contact center solutions to address them

Gain insights to pressing questions around how to handle the flood of inbound
interactions related to unemployment benefits, how to proactively reach out
to citizens with information related to unemployment, tax filings, loans,
and other financial issues, and how to streamline COVID-19 information
and answers to the public. Learn best practices on how to:

  • Take immediate action with enhanced contact tracing
  • Tackle surge volume with a skilled remote workforce
  • Serve the public need with messaging and automation
  • Create fast citizen response that sets the
    foundation for long-term resilience

Get the contact center strategy guide


Minimize disruption and stabilize operations with our exclusive TTEC NOW solutions and services

To help government agencies thrive in the face of this surging citizen outreach, we enhanced our best-in-class Humanify®@home solution to provide organizations with everything it takes to stand up virtual, cloud-based, omnichannel contact centers in a matter of days – including people, process, and technology


Deploys immediately-available, highly-scalable and extensible at-home technology, and agent solutions to support federal, state and local agencies and their citizens’ needs, ensuring continuity.



Improves utilization, capacity, and optimizes interactions by rapidly deploying AI-enabled conversational messaging channels (e.g., in-app chat, SMS, web-based chat, social) allowing agents to quadruple the number of interactions they can handle concurrently.


Increases workforce productivity by automating citizen interactions using IVA's (intelligent virtual assistants) and processes using RDA (robotic desktop automation) and RPA (robotic process automation).



TTEC's technology solution for contact center as a service ("CCaaS") which includes our Humanify cloud platform in addition to the design, implementation and ongoing managed services of the technology for both captive and outsourced agents.


Get the strategy guide

Create fast citizen response that sets the foundation for long-term resilience