Indiana BMV Builds on Three Pillars to Drive up CX
GovLoop
JULY 27, 2023
People: Adopting a Customer-centric Mindset A 2021 study by Deloitte notes a close link between employee engagement and customer satisfaction, citing the Indiana BMV contact center as an example. The bureau found that unhappy employees tended to provide poorer service, using negative language or rushing to end calls.
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