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…
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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
328
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, citizen experience, CoE, contact center, cx, CX Resources, digital services, Federal Centers of Excellence, highpoint, In the News, MaryAnn Monroe, news, Operations, Public Service, Thought Leadership, user experience0by
755
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
1062
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
1881
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, citizen experience, CoE, cx, CX Resources, highpoint, In the News, MaryAnn Monroe, news, Organization, Public Service0by
861
Three keys to strengthening citizen trust
Citizen trust in the government is near an all-time low. The President’s Management Agenda (PMA), released March 20, not only acknowledged this issue—it calls out the government’s poor performance overall as the key…