Rachel Houghton is a technical writer who now works in customer experience and puts her 24-year career as a technical communicator in various industries to good use in framing a positive customer experience for individuals using Login.gov to sign into government agencies.

Lessons Learned in Scaling Up the Login.gov Contact Center

This case study presentation will go over the lessons learned in scaling up a Contact Center from an email-based support team of 25 agents working M-F 9-8 to an email and phone based support team of approximately 100 agents working 24/7/365, including federal holidays.

In this session, attendees will learn:

• Planning for scaling a Contact Center
• Doing a phone support pilot to gather information for staffing
• Timelines
• Gotchas that can trip you up or add time to the process