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Indiana BMV Builds on Three Pillars to Drive up CX

GovLoop

The number jumped in 2020 and 2021 (the most recent year for which stats are available), first because of COVID restrictions and then staffing shortages. When Justin Davis joined the BMV in 2017 as Contact Center Director, the employee attrition rate there was almost 200% per year, while customer satisfaction ratings were sinking.

2021 98
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CRA Podcast Episodes

CRA Today

Emily joined First Western in June of 2017 and currently serves as CRA Analyst. In 2018, the Wells Fargo Foundation donated $444 million to accelerate economic opportunity and success in underserved communities with a strategic focus on housing affordability, small business growth, and financial health. Ken Thomas Ph.D.