By Cal Shintani, Chief Growth Officer at HighPoint Global While the federal government hasn’t traditionally been a leader in delivering great customer experience (CX), things are changing. The current administration…
Category: Strategy
in Advanced analytics, blog, careers, citizen experience, contact center, Contact Center Training, cx, CX Resources, employee engagement, employee experience, highpoint, human resources, In the News, interviews, john loughlin, magazine, news, Operations, Organization, social media, Strategy, training, Vice President0by
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Refining the Hiring Process
How to identify the best-fit candidates for your center. What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for…
in blog, Contact Center Training, derrick spires, doug taylor, Gamification, In the News, news, Strategy, Thought Leadership, training0by
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Want to Improve Contact Center Training? Try a Gamification Approach
Well-designed games permit users to develop directed, empathic responses to carefully crafted situations and permutations. These types of simulations are particularly useful when training customer service representatives (CSRs) in a…