News

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 this is a matter of…

Herndon, VA – October 16, 2019 – HighPoint, a provider of IT and digital services for government agencies, announced today the addition of Debbie Granberry to its business and sales…

Company extends ability to help government agencies meet IT and digital government goals.  Herndon, VA – September 11, 2019 – HighPoint, a provider of IT services and customer experience solutions…

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 8 billion daily video views.…

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 can serve citizens quickly and…

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 year’s Patriot Award recipient. The…

Company extends ability to help government agencies meet modernization goals.  Herndon, VA – June 18, 2019 — HighPoint Global, a provider of IT services and customer experience solutions for government…

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 work to comply with modernization…

Herndon, VA May 15, 2019 — HighPoint Global, a leading provider of federal IT and customer experience (CX) solutions, announced today the appointment of Jim Bottorff as Chief Financial Officer.…

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 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 the…

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…