News

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

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…

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

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…

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

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…

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…

User-centric approach to digitization is a winning strategy

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…

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 on how to increase customer…

The Real Benefits of Artificial Intelligence

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…

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 that it has demonstrated its…

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 announced the acquisition of Primescape…

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 service representatives (CSRs) in a…

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 citizen experience companyTM, today announced…

Primescape Awarded OCC Core Exam Application

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)…

Primescape Awarded Commodity Futures Trading Commission Contract

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 Produces Library of Congress 360 Tour

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.