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…
Category: cx
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
262
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 achievements, Advanced analytics, blog, cmmi, cx, highpoint, In the News, news, Organization, Reston Virginia0by
425
HighPoint Renews CMMI Appraisals
Company appraised at Maturity Level 3 for development and Maturity Level 2 for Services as part of ongoing commitment to quality development and repeatable processes Reston, VA December 20, 2018 – HighPoint…
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
968
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
670
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
808
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…