Modernization is at the forefront of the government’s agenda, with virtually every agency being tasked with modernizing operations to better serve citizens. While agency managers work to comply…
Category: user experience
in Advanced analytics, contact center, cx, CX Resources, Data, highpoint, In the News, Jack McMahon, Thought Leadership, user experience0by
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4 Tips for Designing and Optimizing Contact Center Dashboards
In a complex environment such as a contact center, it is easy to become so inundated with data that the big picture gets lost. A dashboard can help you stay…
in Advanced analytics, Artificial Intelligence, blog, contact center, Contact Center Training, cx, CX Resources, digitization, highpoint, In the News, news, Technology, Thought Leadership, user experience0by
1559
Using Voice Technology to Enhance Customer Service
When a customer calls into a contact center, they want a good experience, and they want to receive accurate information in a timely manner so that they don’t have to…
in Advanced analytics, Artificial Intelligence, blog, chatbot, citizen experience, contact center, Contact Center Training, cx, CX Resources, Digital, digital services, digitization, doug taylor, highpoint, In the News, news, News & Events, Technology, Thought Leadership, user experience0by
2252
Contact center agents have little to fear with AI implementation
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…
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
1457
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
2109
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…