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: user experience
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
510
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…
in Advanced analytics, blog, citizen experience, CoE, contact center, cx, cx landing, CX Resources, digital services, Federal Centers of Excellence, highpoint, In the News, MaryAnn Monroe, news, Operations, Public Service, Thought Leadership, user experience0by
1039
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…
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
1194
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 Advanced analytics, blog, Cal Shintani, citizen experience, cx, Federal Centers of Excellence, highpoint, LinkedIn, news, Strategy, Thought Leadership, user experience0by
2031
New Guidance Gives Federal Agencies a Clear Roadmap to Delivering Great Customer Experiences
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…
in Advanced analytics, blog, careers, citizen experience, contact center, Contact Center Training, highpoint, human resources, In the News, interviews, john loughlin, magazine, news, Operations, training, user experience0by
476
How to Get Lasting Benefits from Temporary Employees
Hiring temporary workers for spikes in contact center demand is common. Companies across industries do so during the summer when permanent employees take time off, during the busy holiday season,…