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 the first time in 11…
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 that they don’t have to…
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 Reston, VA December 20, 2018 – HighPoint…
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 leading provider of customer experience…
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. Taylor’s presentation, called “Contact Center…
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, technology enthusiasts predicted that contact…
HighPoint Named Finalist for 2018 Moxie Award
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…
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 completion of that process by…
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…
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…
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,…
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…
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…
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…
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 is still room for improvement.…
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…
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,…
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…
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 Global’s acquisition of Primescape Solutions…
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 Indiana Lawyer as one of…
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). While we should appreciate and…
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. CX has been a cross-agency…
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 the HighPoint brand. Primescape, a…
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 to solve, what their primary…
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 satisfaction with federal government services.…
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 (ACES) 2018 Conference in Chicago.…
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 with commercial entities like their…
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 Resources Officer. In this role,…
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 conference offers networking, deal-sourcing and…
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 hub. “It was significant for…