Partnership enables government agencies to achieve operational effectiveness and improve customer experiences through RPA Herndon, VA – November 12, 2020 – HighPoint, a provider of IT and digital services for…
Category: Digital
in blog, cx, DevOps, Digital, digitization, Executive team, IT Modernization, LinkedIn, Operations, Sudhir Pucha0by
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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, 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, user experience0by
2752
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, blog, citizen experience, contact center, Contact Center Training, cx, CX Resources, Digital, digitization, doug taylor, highpoint, In the News, magazine, news, Operations, Thought Leadership, training, user experience0by
2519
Digitization brings changes to CSR training
Ever-growing numbers of contact centers are embracing digital channels to provide customers with access to information as well as the ability to self-serve. The majority of customers favor a self-service solution,…
in blog, CX Resources, Digital, digital services, digitization, doug taylor, highpoint, In the News, news, social media, user experience0by
1842
User-centric approach to digitization is a winning strategy
Federal agencies are increasingly looking to digitization to better serve today’s citizens. Some agencies have made great strides in bringing their services online in a user-friendly way. Others are leveraging…