In a complex environment such as a contact center, it is easy to become so inundated with data that the big picture gets lost. A dashboard can help you stay…
Category: CX Resources
in Advanced analytics, Artificial Intelligence, blog, contact center, Contact Center Training, cx, CX Resources, digitization, highpoint, In the News, news, Technology, Thought Leadership, user experience0by
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Using Voice Technology to Enhance Customer Service
When a customer calls into a contact center, they want a good experience, and they want to receive accurate information in a timely manner so that they don’t have to…
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
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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
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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…
in Advanced analytics, blog, careers, citizen experience, contact center, Contact Center Training, cx, CX Resources, employee engagement, employee experience, highpoint, human resources, john loughlin, news, Operations, Thought Leadership, training, Vice President0by
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Four Best Practices for Onboarding New Contact Center Employees
Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding this challenge is the fact that many…
in Advanced analytics, blog, citizen experience, CoE, contact center, cx, cx landing, CX Resources, digital services, Federal Centers of Excellence, highpoint, In the News, MaryAnn Monroe, news, Operations, Public Service, Thought Leadership, user experience0by
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Here’s What Feds Can Learn About CX from Local Government
First, they don’t have to start from scratch. Federal government agencies are working to meet citizen service goals set out in the President’s Management Agenda. In doing so, they do not…