News

Andrea Garvey to serve as Senior Director, Health and Human Services driving business development and solutions for human services and healthcare organizations. Herndon, VA, April 16, 2019 – HighPoint Global,…

HighPoint Director of Customer Experience, MaryAnn Monroe, has been announced as a Service to the Citizen award winner in the category of CX Trailblazer. With a 26-year background in customer…

HighPoint Senior Customer Service Representative, Helen Breder-Greve, has been selected as a finalist for the ICMI Global Contact Center Awards in the category of Best Contact Center Agent. Through her…

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 a complex environment such as a contact center, it is easy to become so inundated with data that the big picture gets lost. A dashboard can help you stay…

The American Customer Satisfaction Index (ACSI) recently released the results of its latest survey. The headlines declared that customer satisfaction (CSAT) in federal government agencies is trending down for the first time in 11…

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…

Company appraised at Maturity Level 3 for development and Maturity Level 2 for Services as part of ongoing commitment to quality development and repeatable processes Reston, VA December 20, 2018 – HighPoint…

Company dedicated to growing central Indiana employee base to deliver citizen-centric digital services for government clients Indianapolis – November 15, 2018 – HighPoint Global, LLC, a leading provider of customer experience…

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…

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…

HighPoint Global was selected as a finalist for the 2018 Moxie Award in the category of GovCon (301+ employees). Finalists were recognized at an annual reception and dinner held at…

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…

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…

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…

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…

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 Index indicates that there is still room for improvement.…

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…

Best practices in communicating with citizens these days rely on omnichannel strategies. This involves understanding customer behaviors and anticipating needs (e.g., what problems they’re trying to solve, what their primary…

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.…