Summary: Few services to the public can be as troublesome as agency contact centers. Just ask the IRS. Yet as long as people have phones, they're going to want service by telephone. Technology consultants at Deloitte studied contact centers and came up with a model for what they call the contact center of the future. Joining the Federal Drive with what that might look like, Deloitte Consulting principal Marc Mancher. Learn more about your ad choices. Visit megaphone.fm/adchoices
