3 ways to get the most out of QA
BY SCOTT WEDDLE Government agencies have doubled down on improving how they interact with their customers by enabling self-service options and streamlining citizens’ interactions with agencies. Agencies can further improve…
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 this is a matter of…
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 to its business and sales…
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 services and customer experience solutions…
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 8 billion daily video views.…
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 can serve citizens quickly and…
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 year’s Patriot Award recipient. The…
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 customer experience solutions for government…
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 work to comply with modernization…
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 Bottorff as Chief Financial Officer.…
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 16, 2019 – HighPoint Global,…
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 a 26-year background in customer…
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 Contact Center Agent. Through her…
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 have been pumping their own…
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 dashboard can help you stay…
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 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…
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.…