Indiana BMV Builds on Three Pillars to Drive up CX
GovLoop
JULY 27, 2023
In 2019, the average visit time was 13 minutes, 4 seconds. 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. The bureau found that unhappy employees tended to provide poorer service, using negative language or rushing to end calls.
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