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. 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. Residents will need to find other times and places to work their way through “War and Peace.”
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