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: Operations
HighPoint to Expand Indianapolis Presence
Company dedicated to growing central Indiana employee base to deliver citizen-centric digital services for government clients Indianapolis – November 15, 2018 – HighPoint Global, LLC, a leading provider of customer experience…
HighPoint Operations VP to Speak at ICMI Contact Center Demo
HighPoint Vice President of Operations, Doug Taylor, is scheduled to speak at the International Customer Management Institute’s (ICMI) Contact Center Demo event in Las Vegas. Taylor’s presentation, called “Contact Center…
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…
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…
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…