Contact Centers for Crisis Communication in a Disaster

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Executive Summary

CiRM, e-services, and voice portals have transformed public service communication. They are now key elements for managing interactions between citizens and their governments in normal times and in crisis situations. And there are opportunities for governments and enterprises that operate in the field of public services to offer efficient and attractive solutions based on affordable platforms. When creating a new transaction or information portal, governments must consider offering attractive services to establish a trusted relationship with their citizens. The crucial element will be the capacity of the portal to surpass crisis situations by offering always-on services that will reinforce the perception of reliability in every citizen's mind.

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