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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Episodes

Kanwar Singh - Perspectives: Digital Insights from an Industry Expert
25-05-2021
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.