White Papers

How modern feedback management can improve service delivery and simplify user journeys


For government agencies, capturing constituent feedback provides valuable insights into how to improve contact center operations and their online government services.

This holistic approach to feedback management is foundational to building robust Voice of the Customer (VoC) programs for following up on complaints, resolving issues, and closing the feedback loop. Well-designed surveys that capture qualitative detail and contextual data can reveal where customer journeys break down as well as uncover areas for improvement on channels such as voice, email, chat, websites, messaging apps, and more.

Explore the four essential aspects of understanding and realizing the value of feedback management technology in this research report from the Center for Digital Government: 

  1. The case for modernizing feedback
  2. How to achieve a 360-degree view of constituents
  3. Modernization best practices
  4. What to look for in a feedback management solution

Learn how CXone Feedback Management can help your agency increase contact center performance, agent engagement, and constituent satisfaction.