Eighty-five percent of all Internet users watch videos online. Nearly one-third of all Internet users—a billion people—watch videos on YouTube. Facebook users generate more than 8 billion daily video views.…
Category: citizen experience
in Advanced analytics, awards, blog, citizen experience, cx, highpoint, MaryAnn Monroe, news, News & Events, Public Service, Service to the Citizen Award0by
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HighPoint CX Leader Wins Service to the Citizen Award
HighPoint Director of Customer Experience, MaryAnn Monroe, has been announced as a Service to the Citizen award winner in the category of CX Trailblazer. With a 26-year background in customer…
in awards, blog, citizen experience, contact center, cx, highpoint, ICMI, In the News, news, News & Events0by
1239
HighPoint Employee Named Best Contact Center Agent Award Finalist
HighPoint Senior Customer Service Representative, Helen Breder-Greve, has been selected as a finalist for the ICMI Global Contact Center Awards in the category of Best Contact Center Agent. Through her…
in ACSI, blog, citizen experience, cx, highpoint, Indianapolis, LinkedIn, Operations, Scott Willis, Thought Leadership0by
886
New ACSI Report on Customer Satisfaction Doesn’t Tell the Whole Story on CX
The American Customer Satisfaction Index (ACSI) recently released the results of its latest survey. The headlines declared that customer satisfaction (CSAT) in federal government agencies is trending down for the first time in 11…
in Advanced analytics, Artificial Intelligence, blog, chatbot, citizen experience, contact center, Contact Center Training, cx, CX Resources, Digital, digital services, digitization, doug taylor, highpoint, In the News, news, News & Events, Technology, Thought Leadership, training, user experience0by
1703
Contact center agents have little to fear with AI implementation
There’s no death knell for CSRs yet, says Doug Taylor. Forecasters have been sounding the death knell of contact centers for decades. In the 90s, technology enthusiasts predicted that contact…
in Advanced analytics, Beth LaPlante, blog, citizen experience, contact center, Contact Center Training, cx, CX Resources, Editing, highpoint, In the News, news, Operations, Plain Language, Thought Leadership, user experience0by
1112
Plain Language Is the Key to Contact Center Scripting
Caller: “I can’t figure out how to ask for a return on your website.” Customer service representative: “Thank you for calling. I can facilitate the completion of that process by…