BY SCOTT WEDDLE Government agencies have doubled down on improving how they interact with their customers by enabling self-service options and streamlining citizens’ interactions with agencies. Agencies can further improve…
Category: cx
A Recipe for Customer Service Success: RTSA, CMS, and CSRs
Despite myriad opportunities to interact with companies via email, SMS, and chatbot, many customers still want to hear a human voice over the phone. Sometimes this is a matter of…
in Advanced analytics, blog, citizen experience, cx, CX Resources, doug taylor, LinkedIn, Thought Leadership, Video, Video Production0by
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Video: A Powerful Tool for Connecting Citizens to Your Mission
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.…
in blog, cx, DevOps, Digital, digitization, Executive team, IT Modernization, LinkedIn, Operations, Sudhir Pucha0by
1482
Converting IT Operations from a Cost Center to an Innovation Center
IT operations, while not citizen facing, are at the heart of government agencies. IT operations professionals are tasked with keeping agencies running so that they can serve citizens quickly and…
in Advanced analytics, awards, blog, citizen experience, cx, highpoint, MaryAnn Monroe, news, News & Events, Public Service, Service to the Citizen Award0by
1095
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
1942
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…