Contact Center Perspectives for the Federal Government

Jēnna Reese

Federal agency leaders are tasked with providing an invaluable resource to customers of all types. Today more than ever, federal contact centers are the first line of communication to the people that need it most. Their mission includes a customer experience that provides the public, private industry, and other federal employees with consistent, accurate, and timely information. The big question is, how do federal agency leaders ensure that their contact centers have the governance, the technology, and the staff needed to accomplish this mission? Contact Center Perspectives for the Federal Government will feature engaging conversations through guest interviews and cover topics that bring the answers to these questions. read less

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Kanwar Singh - Perspectives: Digital Insights from an Industry Expert

Kanwar Singh - Perspectives: Digital Insights from an Industry Expert

Kanwar Singh is a digital technologist and Signal Officer in the Massachusetts Army National Guard. He has led the development of AI-enabled mobile and IOT products that have a dual-use in military, healthcare, academia and finance. Singh is the co-author of a financial accounting textbook and has taught as a finance/accounting instructor at Harvard University. Singh completed his graduate coursework in information technology, finance, accounting as well as management from Harvard University and University of Massachusetts. Singh has also completed Harvard Business School’s executive education program on artificial intelligence. He received his undergraduate degree from Virginia Commonwealth University (Magna Cum Laude and Business Honors). He is also a graduate of University of Virginia’s Sorensen Institute for Political Leadership. He has participated in NSIN/FedTech’s Defense Innovation Accelerator where he co-developed an AI-enabled technology from the Army Research Lab that will help service-members with navigating in a GPS degraded environment. He has previously completed the US Air Force’s Banshee Program on defense innovation, acquisition and contracting. Singh has served on the Board of Directors of the Cultural Arts Center in Glen Allen, Virginia. He also served as an ambassador for the White House Initiative on Asian Americans and Pacific Islanders. He has filed a patent for an artificial intelligence enabled FinTech innovation. He serves as a core member of the Massachusetts National Guard Innovation Team as well as on the Adjutant General’s Special Emphasis program on diversity and inclusion. His military decorations include the US Army Commendation Medal, US Air Force Achievement Medal and US Army Achievement Medal.

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Kanwar Singh - Perspectives: Digital Insights from an Industry Expert

Kanwar Singh - Perspectives: Digital Insights from an Industry Expert

Kanwar Singh is a digital technologist and Signal Officer in the Massachusetts Army National Guard. He has led the development of AI-enabled mobile and IOT products that have a dual-use in military, healthcare, academia and finance. Singh is the co-author of a financial accounting textbook and has taught as a finance/accounting instructor at Harvard University. Singh completed his graduate coursework in information technology, finance, accounting as well as management from Harvard University and University of Massachusetts. Singh has also completed Harvard Business School’s executive education program on artificial intelligence. He received his undergraduate degree from Virginia Commonwealth University (Magna Cum Laude and Business Honors). He is also a graduate of University of Virginia’s Sorensen Institute for Political Leadership. He has participated in NSIN/FedTech’s Defense Innovation Accelerator where he co-developed an AI-enabled technology from the Army Research Lab that will help service-members with navigating in a GPS degraded environment. He has previously completed the US Air Force’s Banshee Program on defense innovation, acquisition and contracting. Singh has served on the Board of Directors of the Cultural Arts Center in Glen Allen, Virginia. He also served as an ambassador for the White House Initiative on Asian Americans and Pacific Islanders. He has filed a patent for an artificial intelligence enabled FinTech innovation. He serves as a core member of the Massachusetts National Guard Innovation Team as well as on the Adjutant General’s Special Emphasis program on diversity and inclusion. His military decorations include the US Army Commendation Medal, US Air Force Achievement Medal and US Army Achievement Medal.

Ivan Paynter, CISSP, CEH - Perspectives: Cybersecurity Insights from an Industry Expert

Ivan Paynter, CISSP, CEH - Perspectives: Cybersecurity Insights from an Industry Expert

Ivan has more than 25 years of cybersecurity experience spanning, MCI / UUNet, WorldCom, Verizon Business, Verizon and Masergy Communications. He is a Certified Internet Security Specialist Professional and a Certified Ethical Hacker. He has a passion for network & wireless security and all things IoT.

Honorable Andrew C. Weber - Perspectives: Responding to Global Emergencies

Honorable Andrew C. Weber - Perspectives: Responding to Global Emergencies

Andrew C. Weber, former Assistant Secretary of Defense & former Director of the Nuclear Weapons Council joins us to talk about his perspectives on responding to global emergencies. Mr. Weber has dedicated his professional life to countering nuclear, chemical, and biological threats and to strengthening global health security. Mr. Weber’s thirty years of US government service included five-and-a-half years as President Obama's Assistant Secretary of Defense for Nuclear, Chemical and Biological Defense Programs. He was a driving force behind Nunn-Lugar Cooperative Threat Reduction efforts to remove weapons-grade uranium from Kazakhstan and Georgia and nuclear-capable MiG-29 aircraft from Moldova, to reduce biological weapons threats, and to destroy Libyan and Syrian chemical weapons stockpiles. In addition, he coordinated US leadership of the international Ebola response for the Department of State. Mr. Weber is a Senior Fellow at the Council on Strategic Risks, a nonprofit, non-partisan security policy institute devoted to anticipating, analyzing and addressing core systemic risks to security in the 21st century, with special examination of the ways in which these risks intersect and exacerbate one another

Major General (Retired) Julie Bentz, PhD - Contact Centers as a Strategic Partner for Interagency Collaboration

Major General (Retired) Julie Bentz, PhD - Contact Centers as a Strategic Partner for Interagency Collaboration

Major General (Retired) Julie Bentz, PhD joins us on the first episode to talk about her perspectives on how federal agencies can position their contact centers to be a strategic resource for interagency collaboration. Julie Bentz is a retired Major General of the United States Army. Much of her time on active duty was spent serving on three Presidents’ security councils at the White House working to reduce global threats from weapons of mass destruction and strengthening the nation's response capabilities to catastrophic events. She has a Doctorate in Nuclear Engineering and a Master of Science in National Security Strategy.