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…
News
in Advanced analytics, blog, citizen experience, contact center, Contact Center Training, cx, CX Resources, Editing, Helen O'Guinn, highpoint, In the News, indiana, news, Plain Language, Thought Leadership, training0by
216
Making Scripts Understandable Is as Easy as A-E-I-O-U
The caller is onboard. The customer service representative (CSR) is onboard. And it’s your job to roll out a script that delivers answers in plain language. The beginning is the…
in Advanced analytics, blog, Cal Shintani, citizen experience, CoE, cx, Federal Centers of Excellence, highpoint, In the News, LinkedIn, news, Technology, Thought Leadership0by
352
Federal Centers of Excellence, Improvements in CX are on Track
By Cal Shintani, Chief Growth Officer, HighPoint Global The federal government is making progress on the customer experience (CX) goals laid out in the President’s Management Agenda (PMA), but the 2018 Forrester Federal Customer Experience…
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
252
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…
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
216
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,…
in ACG, achievements, Acquisition, Advanced analytics, Association for Corporate Growth, awards, Ben Lanius, blog, Company Integration, Corporate Development, Corporate Growth, growth, Herndon Virginia, highpoint, In the News, news, News & Events, Primescape, Reston Virginia0by
504
HighPoint Wins 2018 Corporate Growth Award
The Association for Corporate Growth recognizes HighPoint’s acquisition of Primescape Solutions as a top business transaction. Reston, VA – May 24, 2018 – HighPoint Global’s acquisition of Primescape Solutions has…