Putting People at the Heart of Customer Service


October 5, 2021

In recognition of National Customer Service Week, Cognosante President, James Gordon, shares his perspective on the vital role Cognosante’s Customer Experience (CX) teams play in transforming the way people connect and interact with vital services and programs.

Headshot of James Gordan, President of Cognosante’s Business Process Outsourcing sector

October 4-8 marks National Customer Service Week, when we celebrate the people who create meaningful customer experiences by providing exceptional customer service throughout the year. This year’s theme, Celebrating the Heart of Service is a fitting one. Customer experience (CX) teams connect people to vital programs and services, helping agencies fulfill their core missions, and improving the overall health and wellbeing of all Americans.

The COVID pandemic introduced a new paradigm in customer service. The need for public services increased while public health demanded a shift to remote or hybrid operations. Customer experience teams – from customer service representatives to supervisors, quality analysts to technologists – adapted. We developed new ways of working that enabled greater flexibility, scalability, and security, while continuing to provide critical services to agencies and their customers.

Customer experience teams rose to tremendous challenges, adapting to new work environments and program needs with tireless agility and commitment. They served as the public face of many government agencies, often supporting constituents in difficult situations. They helped people enroll in healthcare benefits, resolve enrollment problems, and check on the status of immigration applications. They handled inquiries from people experiencing life-changing events, helping them access unemployment or funeral benefits when faced with job loss or the death of a loved one. These interactions required not only skill, but compassion and empathy, which our customer experience team is trained to deliver with every interaction.

Bridging People, Processes, and Technology

In today’s environment, providing exceptional customer service for public programs requires a sustained focus on people, processes, and technology. From customer journey mapping to human-centered design and customer satisfaction strategy, we deliver the innovative, technology-forward solutions that help our government customers fulfill their missions and serve their constituents now and into the future. Our commitment to process optimization and quality assurance ensures consistently positive experiences, regardless of program or channel. Most importantly, we invest in our people, creating an environment in which customer service employees can thrive.

Our employees display professionalism, compassion, and skill every single day. They foster a genuine connection between public programs and their constituents, improving Americans’ health and quality of life in every interaction. We thank them for being the gold standard in customer service.

Learn more about Cognosante’s Customer Experience and BPO solutions.

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