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: Operations
in achievements, Advanced analytics, awards, blog, careers, Doug Downey, employee experience, highpoint, indiana, Indianapolis, news, News & Events, Operations0by
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HighPoint Program Operations Director Receives Patriot Award
Employer Support of the Guard and Reserve (ESGR), a Department of Defense program, has announced that HighPoint Program Operations Director, Doug Downey, will be this year’s Patriot Award recipient. The…
in ACSI, blog, citizen experience, cx, highpoint, Indianapolis, LinkedIn, Operations, Scott Willis, Thought Leadership0by
894
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, blog, growth, highpoint, human resources, In the News, indiana, Indianapolis, news, Operations, Press Releases0by
1554
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…
in Advanced analytics, blog, conference, contact center, Contact Center Training, doug taylor, event, Gamification, highpoint, news, News & Events, Operations, Organization, training, Vice President0by
1457
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…
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
1124
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…