Inside the Modernization of High-Volume Call Centers

Public benefits programs field enormous call volumes — and the pressure on those systems became impossible to ignore during and after the pandemic. This workshop features practitioners from two state agencies who led call center modernization efforts from the inside. Speakers will share what the modernization process actually looks like — what prompted the effort, what they changed, what was harder than expected, and how it is impacting the lives of everyday residents. Participants will come away with a grounded, practitioner perspective on what it takes to redesign high-stakes, high-volume contact center operations within the real constraints of a public agency.