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 with modernization…
Category: Vice President
in Advanced analytics, blog, contact center, Contact Center Training, digital services, digitization, doug taylor, highpoint, In the News, Technology, Thought Leadership, training, Vice President0by
1971
Hiring and Training CSRs for Digital Contact Center Work
In today’s world, customers have become accustomed to serving themselves. This phenomenon may have started with fuel. With the notable exception of New Jersey, customers have been pumping their own…
in Advanced analytics, blog, conference, contact center, Contact Center Training, doug taylor, event, Gamification, highpoint, news, News & Events, Operations, Organization, training, Vice President0by
1451
HighPoint Operations VP to Speak at ICMI Contact Center Demo
HighPoint Vice President of Operations, Doug Taylor, is scheduled to speak at the International Customer Management Institute’s (ICMI) Contact Center Demo event in Las Vegas. Taylor’s presentation, called “Contact Center…
in Advanced analytics, blog, careers, citizen experience, contact center, Contact Center Training, cx, CX Resources, employee engagement, employee experience, highpoint, human resources, john loughlin, news, Operations, Thought Leadership, training, Vice President0by
1394
Four Best Practices for Onboarding New Contact Center Employees
Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding this challenge is the fact that many…
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
1220
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…