Indiana BMV Builds on Three Pillars to Drive up CX
GovLoop
JULY 27, 2023
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.
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