Other findings in the Citizen Engagement Modernization in the State Contact Center study include the following:
- While 72% of government leaders recognize that digital communication is the fastest-growing form of citizen-to-government communication, many of today's contact centers don't support popular digital communication channels.
- The majority of respondents leverage their websites (61%) to engage citizens, but fewer use social media (36%), mobile (22%), text or online messaging (5% and 7%, respectively).
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