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…
Category: user experience
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, training, user experience0by
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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
670
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
1194
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
1334
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
2177
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…