3 ways to get the most out of QA
By Scott Weddle, Director, Quality Assurance at HighPoint Global. This article was originally published by GCN. Government agencies have doubled down on improving how they interact…
A Recipe for Customer Service Success: RTSA, CMS, and CSRs
Despite myriad opportunities to interact with companies via email, SMS, and chatbot, many customers still want to hear a human voice over the phone. Sometimes…
HighPoint Adds Experienced Vice President to Lead Business Development
Herndon, VA – October 16, 2019 – HighPoint, a provider of IT and digital services for government agencies, announced today the addition of Debbie Granberry…
HighPoint’s IT and Digital Services Now Available on CIO-SP3
Company extends ability to help government agencies meet IT and digital government goals. Herndon, VA – September 11, 2019 – HighPoint, a provider of IT…
Video: A Powerful Tool for Connecting Citizens to Your Mission
Eighty-five percent of all Internet users watch videos online. Nearly one-third of all Internet users—a billion people—watch videos on YouTube. Facebook users generate more than…
Converting IT Operations from a Cost Center to an Innovation Center
IT operations, while not citizen facing, are at the heart of government agencies. IT operations professionals are tasked with keeping agencies running so that they…
HighPoint Program Operations Director Receives Patriot Award
Employer Support of the Guard and Reserve (ESGR), a Department of Defense program, has announced that HighPoint Program Operations Director, Doug Downey, will be this…
HighPoint Awarded Centers of Excellence (CoE) Discovery Blanket Purchase Agreement (BPA) for Contact Centers
Company extends ability to help government agencies meet modernization goals. Herndon, VA – June 18, 2019 — HighPoint Global, a provider of IT services and…
IT Modernization only works if people can use the new technology
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…
HighPoint Names Jim Bottorff As Chief Financial Officer
Herndon, VA May 15, 2019 — HighPoint Global, a leading provider of federal IT and customer experience (CX) solutions, announced today the appointment of Jim…
HighPoint Extends Commitment to Federal Healthcare Market with New Hire
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…
HighPoint CX Leader Wins Service to the Citizen Award
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…
HighPoint Employee Named Best Contact Center Agent Award Finalist
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…
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…
4 Tips for Designing and Optimizing Contact Center Dashboards
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…
New ACSI Report on Customer Satisfaction Doesn’t Tell the Whole Story on CX
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…
Using Voice Technology to Enhance Customer Service
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…
HighPoint Renews CMMI Appraisals
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…
HighPoint to Expand Indianapolis Presence
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…
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.…
Contact center agents have little to fear with AI implementation
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,…
HighPoint Named Finalist for 2018 Moxie Award
HighPoint was selected as a finalist for the 2018 Moxie Award in the category of GovCon (301+ employees). Finalists were recognized at an annual reception…
Plain Language Is the Key to Contact Center Scripting
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…
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…
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…
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…
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…
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…
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…
Federal Centers of Excellence, Improvements in CX are on Track
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…
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…
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,…
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…
HighPoint Named Finalist for 2018 Corporate Growth Awards
The company’s acquisition of Primescape Solutions recognized among the top business transactions in the National Capital Region. Reston, VA – May 10, 2018 – HighPoint…
HighPoint Associate General Counsel Recognized as Top Up and Coming Lawyer by Indiana Lawyer
Indianapolis, IN – May 9, 2018 – HighPoint Global®, the citizen experience companyTM, today announced that Chad Pryor, Associate General Counsel, has been selected by…
Public Service Recognition Week: Celebrating the Front Line of CX
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).…
Citizen Experience Takes Center Stage in Public Sector
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.…
Primescape Solutions to rebrand as HighPoint
Reston, VA – April 16, 2018 – HighPoint Global®, the citizen experience companyTM, today announced that recently acquired digital transformation company Primescape Solutions will move under…
Contact Centers Should Be at the Center of Digital Omnichannel Communication Strategies
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…
Citizen Satisfaction with Government Services Reaches 11-Year High
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…
HighPoint Senior Editors to Conduct a Training Session at ACES 2018 Conference
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…
Breaking Down Silos for Better Citizen Experience
Digital service integration is a top goal for many government agencies. Citizen expectations of digital services are based on the smooth interaction they have…
HighPoint Global Names New Chief Human Resources Officer
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…
HighPoint CEO to Speak at Mid-Atlantic Growth Conference in Virginia
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…
Technology Is A Driving Force In Indiana
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…
User-centric approach to digitization is a winning strategy
Federal agencies are increasingly looking to digitization to better serve today’s citizens. Some agencies have made great strides in bringing their services online in a…
It’s Really Not About Foosball and Free Lunch: Digging Into Employee Engagement
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…
The Real Benefits of Artificial Intelligence
Adding AI to the contact center enables rapid information retrieval, leading to a better experience for both agents and customers Microsoft made headlines in 2016…
HighPoint Global, LLC. Achieves CMMI Maturity Level 2
Citizen Experience Company Increases Its Process Maturity and Organizational Capability NOVEMBER 28, 2017, Indianapolis, IN – HighPoint Global (HighPoint), the citizen experience company, announced today…
HighPoint Global Acquires Primescape Solutions to Enhance Citizen Experience Capabilities
Combined company positioned to help government agencies manage entire citizen experience. Reston, VA – Oct. 23, 2017 – HighPoint Global®, the citizen experience companyTM, today…
Want to Improve Contact Center Training? Try a Gamification Approach
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…
HighPoint Global Adds Senior Talent to Elevate the Citizen Experience
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…
HighPoint Global Names New Chief Growth Officer
Reston, VA– June 20, 2017 – HighPoint Global®, the citizen experience companyTM, today announced the appointment of Cal Shintani to its executive team as Chief…
HighPoint Funds Autism Respite Care Program into Its 4th Year
INDIANAPOLIS, IN – May 24, 2017 – HighPoint Global®, the citizen experience companyTM, announced today that it has donated over $125,000 to support the Autism…
Contact Center Training Needs Technology and People
We’ve been programmed to seek out information via technology. But certain work environments require more than technology-based learning solutions. Technology helps us learn every day.…
This Is the Best Way to Map a Great Citizen Experience
Josh Plaskoff is the director of learning and experience design at HighPoint Global. Originally published on Nextgov. On a road trip, you find yourself hopelessly…
Four Keys to Creating a World Class Contact Center
Here’s a scenario we’re probably all familiar with: you place a call into a customer service line, and the automated system puts you on hold.…
Giving Citizen Satisfaction a Boost
Published on The Public Manager Written by Paula Ketter The ACSI Federal Government Report 2016 reports that “following three years of steady erosion ending in an all-time…
Training to Boost the Citizen Experience
Scenario-based learning programs can equip new and seasoned employees to more effectively help their citizen customers. Most people who enter public service do so because…
HighPoint to Offer IT Services via GSA Schedule
INDIANAPOLIS, IN – March 28, 2017 – HighPoint Global, the citizen experience company™, has been awarded an IT 70 Schedule contract (GS-35F-284GA) with the U.S. General…
Gary Davis on HighPoint Global’s Citizen Experience Programs for Agencies & Professional Services Expansion Efforts
Gary Davis oversees HighPoint Global‘s efforts to expand in the government information technology services market with a particular focus on federal healthcare agencies as a senior…
Making the most of feedback to improve citizen experience
Published on Federal News Radio By John Loughlin, Director of Client Solutions and Delivery, HighPoint Global Citizen Experience (CX) is a cross-agency priority and agencies…
Meet George Jetson…and the Technology that will Drive Contact Center Innovation in 2017
Published on MarTech Advisor John Loughlin, Director of Business Insights at HighPoint Global, discusses how video, cloud, social media monitoring, and virtual assistants will drive…
5 Steps to Building World-Class Contact Center Reps
Create an environment that gives reps the confidence to help customers at any touch point. By John Loughlin, Andrew Anderson, Amanda Bell Posted to Destination CRM…
Listening to Customers’ Stories: How Responding to Feedback Builds Brand Loyalty
Written by Abby Herriman Published on MarTech Advisor All businesses exist to serve their customers’ specific needs. The best businesses go beyond customer demographics and…
How to distill the VA’s strategic plan into action
By Abby Herriman Published on GCN The Department of Veterans Affairs faces a unique set of challenges. While other agencies focus on a single aspect…
Facilitate Change for CX, Don’t Manage It
Written by Dr. Josh Plaskoff Published on GovLoop Imagine a wall of water coming toward a city, rushing down a mountainside. To protect the city,…
Smart Hiring for Time-strapped Contact Centers
Written by HighPoint’s John Loughlin Published on Contact Center World When it comes to hiring, contact centers may not always have the luxury of time.…
Why Is Customer Service So Bad?
Published on The Motley Fool featuring HighPoint’s Director of Learning and Experience Design Center of Excellence, Josh Plaskoff Most people have experienced a four-hour appointment window that…
HighPoint Global Announces Citizen Experience Curriculum
Workshops and webinars designed to help government expand customer service capabilities Indianapolis, IN – October 17, 2016 – HighPoint Global, the citizen experience companyTM, announced today…
HighPoint Global Partners with Broadsword Solutions Corp.
Citizen Experience Company Further Demonstrates Commitment to Continuous Improvement SEPTEMBER 20, 2016, Indianapolis, IN – HighPoint Global (HighPoint), a provider of contact center optimization services,…
Citizen Relationship Management Requires a Different CRM
Government can’t do what businesses do, but citizens still expect the same kind of customer service By Leonard Klie Some government agencies are even exploring…
Strategies to Improve Quality of Service
by Dennis Redden Published in Contact Center Pipeline September 2016 Contact centers today are facing multiple, and sometimes competing, pressures. The need to improve operational efficiency, integrate new technologies, support…
HighPoint Awarded Professional Services GSA Schedule
Citizen experience solutions are now available through GSA Indianapolis, Indiana – Sept. 6, 2016 – HighPoint Global, the citizen experience companyTM, has been awarded a Professional…
6 steps to align agencies to citizen experience
Written by Josh Plaskoff, PhD, director of learning and technology service development, HighPoint Global Published on Federal News Radio When I was a child, we had…
New White Paper: The Employee Experience (EX): The Critical Link to Better Citizen Experience
HighPoint has released a new white paper, The Employee Experience (EX): The Critical Link to Better Citizen Experience. Read the white paper here.
HighPoint Raises Awareness and Funds for Autism Organizations
INDIANAPOLIS, IN – June 30, 2016 – HighPoint Global®, the citizen experience companyTM, announced today that it has donated over $125,000 to support the respite…
Digital customer service — an oxymoron?
Citizen-service agencies are making strides into the digital landscape. They are embracing digital channels beyond email by offering web chat and establishing their presence on…
HighPoint Global Announces CX Maturity Model and Assessment Tool
Company also offering Foundations of Citizen Experience course to provide tactical guidance on improving CX maturity. April 11, 2016 Reston, VA – HighPoint Global, the…
Harnessing the Power of Metrics via Balanced Scorecards
Every service delivery organization sets key performance indicators (KPI) to measure the health of the organization. Knowing where to take action based on what is…
Federal Agencies Need to Understand All the Ways They Interact with Citizens
In elementary school, we learned how to look at the dimensions of things. If we wanted to find the volume of a rectangular object (say,…
How States Can Improve Citizen Experience Through Service Delivery
How services are delivered often matters more than the services themselves. A recent McKinsey survey of 17,000 citizens across 15 states revealed that citizens are often dissatisfied…
Improve citizen experience through cross-agency collaboration
Federal agencies have been working diligently to improve citizen customer service and meet expectations set by both the federal administration and citizens themselves. In previous…
HighPoint Employees Raise Nearly $9,000 for Autism Speaks
HighPoint Global®, the citizen experience companyTM , is proud to announce that its employees, team HighPoint Cares, raised $4,645 for the D.C. Autism Speaks walk. The team exceeded…
HighPoint Global Ranks No. 1 for Government Services on the 2015 Inc. 500 Annual List of Fastest Growing Companies
HighPoint included on Inc. list for two consecutive years, topping the Government Services and Washington D.C. area lists August 12, 2015, Indianapolis, IN — Inc. magazine…
HighPoint Global Ranked #2 on Washington Technology’s Fast 50
HighPoint Global, the leading provider of citizen experience services to the Federal Government, today announced that it has been ranked #2 on Washington Technology’s 2015…
Josh Plaskoff Publishes “4 Myths of Citizen Experience”
4 MYTHS OF CITIZEN EXPERIENCE Josh Plaskoff is director of learning and technology service development at HighPoint Global Any time we face new challenges that…
HighPoint Global Continues Support for Autism Society of Indiana’s Respite Care Program
Successful program provides break for caregivers and balance for those with autism July 13, 2015 – At the heart of its corporate values and culture,…
HighPoint Employees Raise Over $4,000 for Autism Speaks Indianapolis
RESTON, VA – June 8, 2015 – HighPoint Global®, a nationally recognized management solutions company specializing in elevating the citizen experience (CX) through improved constituent…
HighPoint’s Ben Lanius named EY Entrepreneur Of The Year® 2015 Award winner in Ohio Valley
Indianapolis, IN, June 5, 2015 – EY has announced that Ben Lanius, CEO of HighPoint Global was named EY Entrepreneur Of The Year® 2015 Awards…
D.J. Dart Joins HighPoint Global as Business Development Executive
RESTON, VA – May 20, 2015 – HighPoint Global®, a nationally recognized management solutions company specializing in elevating the citizen experience (CX) through improved constituent…
HighPoint & Federal Times Partner on CX White Paper called, “Transforming the Citizen Experience”
Read the full version here.
HighPoint Global to Present on “Citizen Experience (CX)” at the Customer Experience Summit
RESTON, VA – March 9, 2015 – HighPoint Global’s Senior Vice President of Delivery and Innovation, Abby Herriman, will be a featured speaker at Government Executive…
HighPoint Global is Expanding Baltimore Presence
RESTON, VA – Feb. 23, 2015 – HighPoint Global®, a nationally recognized management solutions company specializing in elevating the citizen experience (CX) through improved constituent…
HighPoint Global Named #16 in Forbes’ 2015 Top 100 List of America’s Most Promising Companies
RESTON, VA – January 27, 2015 – HighPoint Global®, a nationally recognized management solutions company specializing in elevating the citizen experience (CX) through improved constituent…
HighPoint Walks for Autism Speaks This Sunday, October 5
We’re getting excited for our fundraising walk this Sunday for Autism Speaks! Due to our excellent fundraising efforts, we have been named as one of…
HighPoint Global Ranks No. 30 on the 2014 Inc. 500 Annual List of Fastest Growing Companies with Growth of Over 7600%
Inc. magazine today ranked HighPoint Global Number 30 on its 33rd annual Inc. 500|5000, an exclusive ranking of the nation’s fastest-growing private companies. We were…
CEOCFO Magazine Interviews HighPoint Global CEO Ben Lanius
Recently, the CEO CFO Magazine editors spent time with HighPoint Global’s CEO Ben Lanius. To read the interview, go here.
HighPoint Global Ranked #6 on Washington Technology’s Fast 50
HighPoint Global, management solutions experts in improving the efficiency of government and citizen programs, has captured the #6 spot on Washington Technology Magazine’s 2014 Fast…
Highpoint Global Named Winner In 2014 American Business Awards℠
Federal contractor’s extraordinary growth of 8500+% credited to innovation and commitment to helping clients achieve peak performance. RESTON, VA – June 17, 2014 – HighPoint…