Rosetta Lue – Medium

Rosetta Lue

Rosetta Lue

CX Technology Needed? Women CIOs in Government

An informal survey indicates the number of females leading IT operations in the government is even less than the national average. However…

Jul 5, 2019

CX Technology Needed? Women CIOs in Government

Jul 5, 2019

Rosetta Lue

Government Contact Centers — Happy 311 Day

In 2002, the City of Baltimore was the first city in the country to launch 311 as an intake center for all service request and requests…

Mar 11, 2019

Mar 11, 2019

Rosetta Lue

Launching the 1st data-driven VA Enterprise Contact Center Operation Hub

“Delivering on the promise to improve the Veterans and Employee Experiences”

Feb 19, 2017

Feb 19, 2017

Rosetta Lue

https://www.youtube.com/watch?v=PkoiR04gb6A

With approximately 272 national VA Contact Centers that receives almost 140 million annual calls and services 9 million Veterans, VA has…

Jan 14, 2017

Jan 14, 2017

Rosetta Lue

Government’s focus on customer service will drive agencies/departments to launch meaningful…

In the present times because of being well aware and well educated the public expectations are at their peak, and in contrast to this their…

Oct 26, 2016

Oct 26, 2016

Rosetta Lue

Bringing Government Agency Contact Centers and the internet together for a seamless Customer…

Taxpayers often turn to the government when they are overwhelmed and stressed out by personal circumstances. A fragmented experience across…

Oct 25, 2016

Oct 25, 2016

Rosetta Lue

Using Human-Centered Design (HCD) Approach to Improve Your Government Contact Center’s Experience

Every interaction the taxpayer has with the government is a touch point that shapes their impression on the quality of service received…

Oct 8, 2016

Oct 8, 2016

Rosetta Lue

Using Lean Management & Human-centered Design to Improve Government Customer Experience

Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure…

Oct 3, 2016

Oct 3, 2016

Rosetta Lue

Rosetta Lue

@Whitehouse Presidential Executive Fellow & @DeptVetAffairs Sr Advisor, former @Philly311 Chief, @Huffingtonpost Top 50 #Custserv Pro, @GoRedforWomen Rep

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