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…
Category: cx
in Advanced analytics, awards, blog, citizen experience, cx, highpoint, MaryAnn Monroe, news, News & Events, Public Service, Service to the Citizen Award0by
795
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
1057
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 Advanced analytics, contact center, cx, CX Resources, Data, highpoint, In the News, Jack McMahon, Thought Leadership, user experience0by
909
4 Tips for Designing and Optimizing Contact Center Dashboards
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…
in ACSI, blog, citizen experience, cx, highpoint, Indianapolis, LinkedIn, Operations, Scott Willis, Thought Leadership0by
772
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, contact center, Contact Center Training, cx, CX Resources, digitization, highpoint, In the News, news, Technology, Thought Leadership, user experience0by
827
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…