What resulted?

• The first best practices report on the issue of call abandons in call center environments.
• A new view of the taxpayer experience, particularly in terms of how taxpayers view IRS call and web assistance.
• New call scripts to better meet taxpayer needs.
• Recommendations for changes to scripts as well as other methods for taxpayer outreach and resolving customer concerns.
• Recommendations for new types of education and outreach for taxpayer assistance.