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…
Category: Technology
Federal Centers of Excellence, Improvements in CX are on Track
The federal government is making progress on the customer experience (CX) goals laid out in the President’s Management Agenda (PMA), but the 2018 Forrester Federal Customer Experience Index indicates that there is still room for improvement.…
Breaking Down Silos for Better Citizen Experience
Digital service integration is a top goal for many government agencies. Citizen expectations of digital services are based on the smooth interaction they have with commercial entities like their…
The Real Benefits of Artificial Intelligence
Adding AI to the contact center enables rapid information retrieval, leading to a better experience for both agents and customers Microsoft made headlines in 2016 when a representative of the…
HighPoint to Offer IT Services via GSA Schedule
INDIANAPOLIS, IN – March 28, 2017 – HighPoint Global, the citizen experience company™, has been awarded an IT 70 Schedule contract (GS-35F-284GA) with the U.S. General Services Administration (GSA). HighPoint was…
HighPoint Appoints New Business Development Executive Susan Sharer
HighPoint Global, management solutions experts in improving the efficiency of government and citizen programs, announced today that Susan Sharer has joined the company to further develop their growing portfolio of…