News

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,…

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…

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…

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…

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…

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…

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,…

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…

The company’s acquisition of Primescape Solutions recognized among the top business transactions in the National Capital Region. Reston, VA – May 10, 2018 – HighPoint Global’s acquisition of Primescape Solutions…

Indianapolis, IN – May 9, 2018 – HighPoint Global®, the citizen experience companyTM, today announced that Chad Pryor, Associate General Counsel, has been selected by Indiana Lawyer as one of…

By MaryAnn Monroe, Director of Customer Experience, HighPoint Global Since 1985, the first week in May has been designated as Public Service Recognition Week (PSRW). While we should appreciate and…

The goal of improving citizen experience (CX) within the public sector is gaining momentum, in both the administrative and legislative branches of the federal government. CX has been a cross-agency…

Reston, VA – April 16, 2018 – HighPoint Global®, the citizen experience companyTM, today announced that recently acquired digital transformation company Primescape Solutions will move under the HighPoint brand. Primescape, a…

This article was originally published on LinkedIn by MaryAnn Monroe, Director of Customer Experience. Best practices in communicating with citizens these days rely on omnichannel strategies. This involves understanding customer…

This article was originally published on LinkedIn by Cal Shintani, Chief Growth Officer at HighPoint Global. Every year, the American Customer Satisfaction Index (ACSI) reports on citizen satisfaction with federal government services.…

Senior Editing Manager Elizabeth LaPlante and Senior Editor Helen O’Guinn will lead a training session about editing government documents at the American Copy Editors Society (ACES) 2018 Conference in Chicago.…

This article was originally published on LinkedIn by MaryAnn Monroe, Director of Customer Experience, HighPoint Global. Digital service integration is a top goal for many government agencies.  Citizen expectations of digital…

Reston, VA– February 22, 2018 – HighPoint Global®, the citizen experience companyTM, today announced the appointment of Kristen Mullins to its executive team as Chief Human Resources Officer. In this role,…

HighPoint Global Chief Executive Officer, Ben Lanius, is scheduled to speak at the ACG National Capital’s 24th Mid-Atlantic Growth Conference in Tysons, VA. The annual conference offers networking, deal-sourcing and…

This article was originally published in Chief Executive by Indiana Economic Development. When California’s Salesforce acquired ExactTarget in 2013, Indianapolis suddenly became the company’s second-largest hub. “It was significant for…

This article was originally published in Federal News Radio. By Doug Taylor, Senior Director, HighPoint Global Federal agencies are increasingly looking to digitization to better serve today’s citizens. Some agencies…

This article was originally published in CustomerThink. By Doug Taylor, Senior Director, HighPoint Global When C-suite executives look at improving their organizations, they often focus on how to increase customer…

This article was originally published in CRM Magazine and features a quote by Doug Taylor, Program Director at HighPoint Global. by Oren Smilansky Adding AI to the contact center enables…

Citizen Experience Company Increases Its Process Maturity and Organizational Capability NOVEMBER 28, 2017, Indianapolis, IN – HighPoint Global (HighPoint), the citizen experience company, announced today that it has demonstrated its…

Combined company positioned to help government agencies manage entire citizen experience. Reston, VA – Oct. 23, 2017 – HighPoint Global®, the citizen experience companyTM, today announced the acquisition of Primescape…

Well-designed games permit users to develop directed, empathic responses to carefully crafted situations and permutations. These types of simulations are particularly useful when training customer service representatives (CSRs) in a…

Deep experience of new directors to support company growth plans around citizen experience solutions and services. Reston, VA, Oct 11, 2017 (GLOBE NEWSWIRE) –  HighPoint Global®, the citizen experience companyTM, today announced…

HERNDON, VA, September 19, 2017 – Primescape Solutions has won the Office of the Comptroller of the Currency’s (OCC) Core Exam (CE) Call under the OCC Application Support Contracts (ASC)…

HERNDON, VA, April 17, 2017 – Primescape Solutions has won a new five-year contract at the Commodity Futures Trading Commission (CFTC). As a first-time customer, the CFTC not only expands…

Primescape worked with the Department of State to produce their first 360 video,  a tour of the world’s largest library, located in Washington, D.C.